Call Center Executive

About the role

Meraki Education is seeking enthusiastic, customer‑oriented individuals to join its call centre team. The role involves handling both inbound and outbound calls to support families interested in school admissions, answer queries, resolve issues, and ensure a high level of parent satisfaction while adhering to company policies.

Key responsibilities

• Answer inbound calls from families promptly and professionally.
• Make outbound calls to new leads, follow‑up with existing parents, and collect feedback.
• Handle parent inquiries, complaints, and requests with accuracy and empathy.
• Provide detailed information about the school, its processes, and upcoming events or activities.
• Record and update all interaction details in the CRM system.
• Escalate complex issues to senior team members and refer cases to appropriate teams.
• Achieve daily, weekly, and monthly call‑handling and performance targets.
• Maintain a positive, courteous tone during all customer interactions.
• Follow call scripts, quality standards, and compliance guidelines.

Required profile

• Bachelor's degree is mandatory.
• Prior customer service or call centre experience is an advantage but not required.
• Excellent English communication skills.
• Strong active‑listening and problem‑solving abilities.
• Ability to stay calm under pressure and manage difficult conversations.
• Flexible to work in shifts for an international operation.

Required skills

• Basic computer knowledge.
• Familiarity with MS Office.
• Experience using CRM tools.