Call Centre Specialist

Description

The Call Centre Specialist will make daily outbound calls to panel households, verify agreement status, payment status and device connectivity, identify basic technical issues over phone, schedule technician visits, update tracking systems and submit daily reports. The role requires polite communication, patience, accurate data entry and strict adherence to approved call scripts and company communication rules.

Responsibilities

Daily Household Calling

• Make daily outbound calls to panel households using the assigned contact list and approved script.
• Verify agreement status, payment status and device connectivity or connection status.
• Follow up with households for offline devices, silent homes, non-reporting homes, payment confirmation and visit scheduling.
• Maintain polite, professional and respectful communication with all households.
• Complete daily calling targets and follow-up lists as assigned by the Panel Manager.

Basic Device Issue Identification and Troubleshooting

• Identify basic device-related issues during phone calls.
• Determine reasons for offline or disconnected devices through simple questioning and checklist-based diagnosis.
• Guide households to resolve simple issues such as power connection, device restart, internet/router connectivity, app sync or cable check.
• Collect required details such as HH code, device status, power status, internet status and household remarks before escalation.
• Avoid giving unauthorized technical commitments or instructions outside the approved script.

Technician Visit Scheduling

• Schedule technician visits when issues cannot be resolved over the phone.
• Coordinate appointment date and time with households and update the technician visit tracker.
• Share required visit details with the Project Manager, Panel Manager or technician team.
• Follow up after technician visits where required to confirm issue resolution.
• Escalate repeated, sensitive or unresolved cases to the Panel Manager.

Call Records and Reporting

• Maintain accurate call records, call outcomes, household remarks, issue type and follow-up status.
• Update Google Sheets, CRM, MIS or company tracking systems in real time or as instructed.
• Prepare and submit daily activity reports including calls attempted, connected calls, issue categories, scheduled visits and escalations.
• Maintain confidentiality of household, payment, agreement and device information.

Requirements

• 1 to 3 years of experience in call centre, telecalling, customer support, survey calling, household coordination or back-office support preferred։
• High school diploma, bachelor degree or equivalent qualification.
• Good listening skills, patience, politeness and customer-support attitude.
• Basic computer knowledge: Excel, Google Sheets, email, data entry and call logs.
• Ability to follow scripts, complete daily targets and maintain accurate records.
• Ability to handle complaints calmly and escalate sensitive cases properly.
• Freshers with strong communication, discipline and computer skills may be considered for junior role.
• Experience in technical support, telecom support or field appointment scheduling will be preferred.
• Fluent spoken Armenian is mandatory; basic English is preferred.
• Russian language will be an added advantage for household communication if required.