We are seeking a dedicated Hotline Operator to be the first point of contact for our customers across multiple communication channels. The ideal candidate will handle inbound and outbound calls, respond to queries on WhatsApp, website chat, and social media accounts, and ensure each customer receives a professional and helpful experience. This role also involves forwarding qualified leads to the relevant department and assisting the marketing team by collecting feedback and monitoring customer trends.
Key Responsibilities:
- Handle inbound and outbound customer calls in a professional and courteous manner.
- Respond promptly to customer queries via WhatsApp, website live chat, and other social media platforms.
- Identify and forward sales leads to the appropriate department for follow-up.
- Maintain accurate records of customer interactions and transactions.
- Assist the marketing team by collecting, organizing, and reporting customer feedback.
- Monitor and report on customer trends, recurring issues, and improvement opportunities.
- Follow company communication guidelines and ensure brand tone and professionalism across all channels.
Requirements
- Proven experience in customer service, call center, or hotline operations.
- Excellent verbal and written communication skills.
- Proficiency in using chat platforms, social media tools, and basic CRM systems.
- Strong problem-solving skills and the ability to handle challenging situations calmly.
- Ability to multitask and manage time effectively in a fast-paced environment.
Positive attitude, attention to detail, and a customer-first mindset.
- Familiarity with WhatsApp Business, Facebook/Instagram chat tools, and website live chat software.
- Knowledge of CRM platforms and customer feedback tools.
- Prior experience supporting marketing or sales teams.
Benefits
- Health Insurance
- Life Insurance
- Paid Time Off
- Performance Bonus
- Performance Based Increments
- Provident Fund
- SIM Allowance
- Travel policy
.
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