Walk-in || Call Center Executive (Call Officer)

Job Summary

The Call Officer will be responsible for handling inbound and outbound calls from beneficiaries, citizens, applicants, and other stakeholders associated with the NHSC government project. The role requires professional communication, accurate information sharing, proper documentation of calls, and timely escalation of complaints or unresolved issues.

Key Responsibilities

• Handle inbound customer/citizen calls professionally and courteously.
• Make outbound calls for follow-ups, verification, surveys, reminders, and other project-related activities.
• Provide accurate information regarding project services, processes, applications, and procedures.
• Understand and resolve customer queries at the first level wherever possible.
• Register complaints, requests, and grievances in the designated CRM/call management system.
• Maintain accurate records of every interaction, including call details and resolution status.
• Escalate unresolved or sensitive cases to the Team Leader or concerned department.
• Follow the approved call scripts, SOPs, government guidelines, and project protocols.
• Conduct follow-up calls to ensure that reported issues have been addressed.
• Maintain confidentiality of citizen/beneficiary information and project data

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