Telecaller

Job Profile: Telecaller – Paying Guest (PG) Operations & Outstanding Collection

Role Overview

The Telecaller will be responsible for handling inbound and outbound calls related to Paying Guest (PG) accommodation inquiries, tenant coordination, rent follow-ups, and outstanding payment collections. The role requires strong communication skills, professionalism, and the ability to handle sensitive financial discussions firmly yet politely.

Key Responsibilities

1. Telecalling & Lead Handling

Make outbound calls to prospective tenants regarding PG availability, pricing, rules, and facilities.

Handle inbound calls and WhatsApp inquiries related to PG bookings and vacancies.

Explain PG policies, payment terms, lock-in period, and house rules clearly.

Coordinate with the operations team for site visits and onboarding.

2. Tenant Coordination

Communicate with existing tenants for routine updates, notices, and compliance matters.

Handle tenant queries related to rent, stay terms, and exit formalities.

Ensure tenants follow company rules and escalation protocols.

3. Outstanding & Dues Collection

Follow up with tenants for pending rent, dues, penalties, or outstanding balances.

Share payment reminders, due dates, and payment instructions via call/WhatsApp/email.

Maintain polite but firm communication while handling defaulters.

Escalate unresolved cases to the legal/accounts team as per SOP.

Maintain records of commitments made by tenants (PTP – Promise to Pay).

4. Documentation & Reporting

Update call logs, payment status, and remarks in the system or Excel sheets.

Maintain accurate records of collections, follow-ups, and disputes.

Share daily and weekly reports on calls made, collections achieved, and pending cases.

5. Compliance & Data Privacy

Ensure no payments are collected outside the approved company system/app.

Maintain strict confidentiality of tenant and company data.

Follow company policies, scripts, and escalation procedures.

Required Skills & Qualifications

Minimum qualification: 12th pass / Graduate preferred.

Prior experience in telecalling, collections, or customer support is an advantage.

Good communication skills in Hindi and English (local language is a plus).

Ability to handle pressure, objections, and difficult conversations.

Basic knowledge of Excel, WhatsApp Business, and calling systems.

Behavioral Requirements

Professional, disciplined, and result-oriented approach.

Ability to work with targets and deadlines.

Honest handling of company funds and data.

Willingness to work as per company working days and policies.

Key Performance Indicators (KPIs)

Number of calls made per day.

Collection efficiency and recovery percentage.

Follow-up closure rate.

Accuracy of records and reporting.

Compliance with company SOPs.