Call Center Executive

We are looking for a proactive and customer-focused Call Center Executive to manage inbound support calls, resolve operational issues, and ensure smooth communication between clients and internal teams. This role also includes basic account handling responsibilities for selected clients, focusing on their day-to-day operational health, issue resolution, and escalations management.

Key Responsibilities:

• Handle incoming customer support calls with professionalism, provide accurate solutions, and ensure first-call resolution where possible
• Log call details, issues, and resolutions in the system
• Coordinate with internal teams (Operations, Tech, Finance, Warehouse, Growth) to resolve issues and maintain SLAs
• Follow up with respective teams until the issue is completely resolved
• Manage assigned client accounts by monitoring performance metrics such as deliveries, returns, and service health, while providing proactive updates
• Share daily/weekly status updates with clients as required
• Handle escalations, investigate concerns, and provide timely resolutions with clear communication
• Maintain call logs, ticket status, and client account notes
• Maintain accurate documentation and prepare daily/weekly reports for issue trends and account health improvements