CRM Call Centre Support Staff

Key Responsibilities:

Handle incoming customer inquiries via phone, email, and chat, and provide timely and accurate support.

Use the CRM system (KatiCRM) to log calls, update customer records, and track issue resolution.

Escalate complex issues to the appropriate team or supervisor while ensuring proper follow-up.

Educate customers on product or service offerings, processes, and system features.

Monitor open cases/tickets and ensure timely resolution in line with SLAs.

Maintain high data accuracy in the CRM by updating customer information and case notes.

Contribute feedback on recurring customer issues to help improve system usability and service processes.

Participate in regular training sessions to stay updated on CRM system changes and support procedures.

Provide initial support, to achieve First Call Resolution, wherever possible

Follow training materials and scripts, effectively and consistently.

Required Skills & Qualifications:

High school diploma or equivalent; associate or bachelor’s degree preferred.

1+ year of experience in a call centre, helpdesk, or customer support role.

Familiarity with CRM systems (e.g., Salesforce, Zoho, Dynamics, Freshdesk, etc.).

Strong communication skills—verbal and written—with a professional phone manner.

Ability to handle high volumes of interactions with patience and efficiency.

Basic computer skills, including Microsoft Office and data entry proficiency.

Industries:Professional Training & Coaching

Function: Telemarketing and Telecalling