Advisor / CCE / CSA

Qualification: 10+2 and above

Experience: Fresher / up to 6 months experience

Reporting To: Team Leader

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Role Overview:

The Advisor/CCE/CSA is responsible for managing inbound and/or outbound customer interactions through phone calls, resolving queries, providing accurate information, and ensuring a high level of customer satisfaction. The role requires excellent communication skills, adherence to quality standards, and the ability to work in a fast-paced environment.

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Key Responsibilities:

• Handle customer calls professionally and respond to queries, complaints, and service requests
• Maintain a positive, empathetic, and professional attitude with customers at all times
• Provide accurate and complete information using appropriate tools and resources
• Follow communication scripts, policies, compliance guidelines, and standard procedures
• Identify, prioritise, and escalate critical issues to the appropriate departments
• Meet individual and team performance targets (AHT, Quality, CSAT, etc.)
• Accurately document all customer interactions in the CRM system
• Attend regular training sessions to enhance service, product, and system knowledge
• Maintain punctuality, adhere to work schedules, and follow attendance guidelines
• Manage high-volume calls efficiently during peak periods

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Key Competencies Required:

1. Communication & Typing Skills

• Clear, fluent verbal communication
• Strong listening and comprehension abilities
• Good command over English and/or regional language
• Minimum typing speed: 27 WPM with 87% accuracy

2. Customer Service Orientation

• Patience, empathy, and active listening
• Strong problem-solving and conflict-resolution skills
• Ability to remain calm under pressure

3. Technical Skills

• Basic computer proficiency
• Familiarity with call-handling systems and CRM tools
• Working knowledge of MS Office (Excel, Word, Outlook – basic level)

4. Behavioral Skills

• Positive attitude and eagerness to learn
• Ability to collaborate effectively with team members
• Adaptability to process changes and rotational shifts
• High attention to detail, especially in data entry

5. Performance Attributes

• Strong time management and punctuality
• Target-oriented approach with the ability to meet or exceed KPIs
• Quality-focused and disciplined work ethic

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Work Environment:

• Rotational shifts, including weekends and public holidays
• Target-driven and fast-paced work environment
• Requires consistent headset usage and prolonged screen time