Telecaller

Key Responsibilities

• Handle inbound and outbound customer interactions via phone, email, chat, or ticketing systems.
• Resolve customer complaints, issues, and queries in a timely and professional manner.
• Provide accurate information about products, services, policies, and processes.
• Maintain detailed and accurate records of customer interactions in CRM systems.
• Follow standard operating procedures (SOPs) and escalation protocols.
• Coordinate with internal teams (operations, technical, sales, etc.) to resolve customer issues.
• Ensure high levels of customer satisfaction and adherence to SLAs.
• Identify recurring issues and share feedback with relevant teams for process improvement.
• Meet individual and team performance metrics such as CSAT, TAT, and quality scores.