Contact Centre Support Agent

Company Description Silaris Informations India Pvt Ltd is a customer-centric digital BPO specializing in end-to-end solutions for Customer Interaction Centres (CIC), with a strong focus on the BFSI sector in India. Established in 2011, the company has built a niche by combining industry experience with advanced digital tools. Silaris emphasizes 'Service and Customer Delight' by aligning its delivery with clients' philosophies and culture while maintaining cost efficiency. Its service offerings are supported by artificial intelligence, speech analytics, and robotics to enhance quality, consistency, and performance in customer interactions.

Role Description This is a full-time, on-site Telecaller role based in New Delhi. The Telecaller will handle inbound and outbound calls, respond to customer queries, and provide accurate information about products and services. Responsibilities include maintaining call logs, updating customer records in the system, and following established scripts and guidelines to ensure a consistent customer experience. The role involves resolving basic issues, escalating complex concerns to appropriate teams, and meeting daily targets related to call volume, quality, and customer satisfaction. The Telecaller will collaborate with team members and supervisors, participate in briefings and trainings, and adhere to company policies and compliance standards.

Candidates should possess strong verbal communication skills, active listening abilities, and clear, professional telephone etiquette.

Candidates should possess customer service skills, including empathy, problem-solving, and the ability to manage difficult conversations calmly.

Candidates should possess basic computer literacy, including data entry skills and familiarity with CRM or call center software.

Candidates should possess time management and organizational skills to handle high call volumes and maintain accurate records.

Relevant experience in BPO, call center, or customer support roles is beneficial; Willingness to work in rotational shifts, maintain punctuality, and meet performance targets is required.

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