Telesales Executive - Cross Sales / Upselling

Key Responsibilities:

•  Handle customer interactions through inbound or outbound calls as per role allocation and business needs.
•  Resolve customer issues over call and raise/track relevant service requests or tickets where required.
•  Conduct outbound calls for billing clarifications, disconnection/reconnection requests, collections, and proactive customer outreach.
•  Ensure accurate documentation of customer interactions, actions taken, and outcomes in CRM systems.
•  Deliver high-quality customer experience with a focus on first-call resolution and timely follow-ups.
•  Demonstrate skill fungibility by being open to cross-skilling across inbound and outbound call types when required.
•  Promote suitable plans, service upgrades, add-ons, and payment options based on customer needs.
•  Adhere to defined SOPs, compliance standards, and escalation processes.
•  Collaborate with internal teams to ensure effective and timely resolution of customer concerns. 

1. Required Skills & Competencies

• Strong verbal communication and active listening skills.
• Ability to handle difficult conversations with empathy and professionalism.
• Problem-solving mindset with attention to detail.
• Comfortable working with CRM tools and basic computer applications.
• Ability to multitask and work in a fast-paced environment.
• Language Requirements
• Proficiency in English is mandatory.
• Fluency in one or more regional languages (Hindi, Telugu, Tamil, Kannada) is highly preferred.
• Multilingual capability will be an added advantage.