Call Center

The Call Center Executive is the first point of contact for inbound and outbound calls related to general inquiries group bookings VIP experiences schools camps corporate visits and social media inquiries responses. The role is essential in guiding potential customers capturing leads and supporting the sales team in converting inquiries into confirmed bookings while delivering excellent customer service.

. Inbound & Outbound Call Handling

• Answer all incoming calls promptly and professionally providing accurate information about offerings tickets and promotions.
  
• Make outbound calls to follow up on leads incomplete bookings or past group visits.
  
• Log all calls and interactions in the CRM system.
  
• Respond to and resolve all inquiries coming from social media platforms in a timely and professional manner.
  

2. Lead Qualification & Conversion Support

• Identify potential leads and refer them to the appropriate sales executive for follow-ups.
  
• Qualify prospects by understanding their needs and suggesting appropriate packages or experiences.
  
• Support the booking process by collecting client information and ensuring smooth handover.
  

3. Customer Service & Issue Resolution

• Monitor respond to and engage with followers and customer inquiries in a timely and brand-appropriate manner.
  
• Handle customer inquiries concerns and complaints with professionalism and care.
  
• Provide solutions or escalate complex issues to the Sales Manager or relevant departments as needed.
  
• Maintain a friendly and positive tone to reflect the corporate image.
  

4. Collaboration & Reporting

• Work closely with the sales team to support lead tracking feedback collection and daily reporting.
  

• Share common queries and feedback from customers to improve scripts FAQs and service delivery.
  

Requirements

Education

• 1 2 years of experience in a call centre or customer service role
  
• Excellent verbal communication and active listening skills
  
• Strong organizational skills and attention to detail
  
• Ability to multitask and remain calm under pressure
  
• Familiarity with CRM systems and phone handling protocols
  

• Digital platforms and social media reviews score
  
• Number of calls handled and response time
  
• Conversion rate of leads to qualified prospects
  
• Accuracy in data entry and lead recording
  
• Customer satisfaction and call resolution scores
  

• Excellent communication and relationship-building abilities.
  
• Strong multitasking time management and problem-solving skills.
  
• Detail-oriented
  
• Team player with adaptability and stress management.
  
• Integrity and confidentiality in handling sensitive information.