Call Center Executive

Job Overview

Meraki Education invites motivated and customer-focused professionals to become part of our call center team based in Dubai. The primary function of this position is to manage inbound and outbound calls, assist prospective and current families with their admission-related questions, resolve concerns, and ensure an excellent experience for parents while adhering strictly to company policies.

Key Duties and Responsibilities

• Promptly and courteously respond to incoming calls from families.
• Initiate outbound calls to new leads, conduct follow-ups with existing parents, and gather feedback effectively.
• Address inquiries, complaints, and requests from parents with empathy and precision.
• Provide comprehensive information regarding the school, admission procedures, and upcoming events or activities.
• Accurately document and update all interactions within the Customer Relationship Management (CRM) system.
• Escalate intricate or unresolved matters to senior team members and assign cases to relevant departments based on case history.
• Consistently meet or exceed daily, weekly, and monthly call volumes and performance metrics.
• Maintain a respectful, positive, and professional tone in all customer engagements.
• Adhere to scripted dialogue, quality benchmarks, and compliance guidelines during all calls.

Qualifications and Skills

• Must possess a Bachelor's degree.
• Experience in customer service or call centers is beneficial but not compulsory.
• Strong command of English communication skills, both verbal and written.
• Excellent active listening and problem-solving capabilities.
• Ability to remain composed and professional under pressure when dealing with challenging parents.
• Basic proficiency with computers and familiarity with Microsoft Office and CRM software.
• Willingness to work flexible shifts catering to an international time zone.