CRM Call Centre Support Staff

Required Skills & Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree preferred.
  
• 1+ year of experience in a call centre, helpdesk, or customer support role.
  
• Familiarity with CRM systems (e.g., Salesforce, Zoho, Dynamics, Freshdesk, etc.).
  
• Strong communication skills—verbal and written—with a professional phone manner.
  
• Ability to handle high volumes of interactions with patience and efficiency.
  
• Basic computer skills, including Microsoft Office and data entry proficiency.
  
• Customer-centric mindset with a problem-solving attitude.
  

Preferred Qualifications:

• Experience working in a tech, retail, or services-based call centre environment.
  
• Multilingual proficiency is a plus.
  
• Knowledge of ticketing systems or customer service metrics (e.g., CSAT, FCR).
  
• Should have a working knowledge of other CRM solutions in the market.
  

• Handle incoming customer inquiries via phone, email, and chat, and provide timely and accurate support.
  
• Use the CRM system (KatiCRM) to log calls, update customer records, and track issue resolution.
  
• Escalate complex issues to the appropriate team or supervisor while ensuring proper follow-up.
  
• Educate customers on product or service offerings, processes, and system features.
  
• Monitor open cases/tickets and ensure timely resolution in line with SLAs.
  
• Maintain high data accuracy in the CRM by updating customer information and case notes.
  
• Contribute feedback on recurring customer issues to help improve system usability and service processes.
  
• Participate in regular training sessions to stay updated on CRM system changes and support procedures.
  
• Provide initial support, to achieve First Call Resolution, wherever possible
  
• Follow training materials and scripts, effectively and consistently.