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.