Call center Executive

Overview

Meraki Education is looking for enthusiastic and customer-oriented individuals to join our call center team. The role involves handling inbound and/or outbound calls, assisting families interested in admissions at our school, with their queries, resolving issues, and ensuring parent satisfaction while following company policies and procedures.

• Answer inbound calls from families promptly and professionally
• Make outbound calls towards new leads, follow-ups to existing parents, collecting feedback from existing parents
• Handle parent inquiries, complaints, and requests with accuracy and empathy
• Provide detailed information about the school, its processes & upcoming events/activities
• Record & update details of all interactions in the CRM
• Escalate complex issues to senior team members & refer cases to specific teams depending on case history
• Achieve daily/weekly/monthly call handling and performance targets
• Maintain a positive, professional, and courteous tone during all customer interactions
• Follow call scripts, quality standards, and compliance guidelines

• Bachelor's degree is a must
• Prior customer service or call center experience is an advantage but not mandatory
• Excellent English communication skills
• Active listening and problem-solving abilities
• Ability to remain calm under pressure and handle difficult parents
• Basic computer knowledge and familiarity with MS Office/CRM tools
• Flexible working in shifts for an international location