Telecaller

Company: PowerMax Fitness India Pvt. Ltd.

Department: Post-Sales / Customer Service

Location: Anshri west

Role ObjectiveThe Customer Support Associate is responsible for ensuring that every PowerMax user has a seamless experience with their equipment. You will handle inbound queries, troubleshoot technical issues over the phone, and coordinate with the field service team to ensure "Zero Down-Time" for our customers.

• Key ResponsibilitiesQuery Management: Handle inbound calls, emails, and WhatsApp queries regarding product installation, usage, and warranty claims.
• Technical Troubleshooting: Guide customers through basic DIY fixes (e.g., belt centering on a treadmill, console E-code errors, or lubricating the running deck).
• Service Coordination: Raise "Service Tickets" for issues requiring a physical visit and coordinate with the Pan-India technician network to ensure timely resolution.
• Spare Parts Handling: Identify required spare parts (motors, circuit boards, cables) based on customer descriptions and initiate the dispatch process with the warehouse.
• Feedback Collection: Conduct "Happy Calls" post-service to ensure the issue was resolved to the customer’s satisfaction and maintain high NPS (Net Promoter Score).
• Documentation: Log every interaction accurately in the Support CRM to track recurring product issues or regional service delays.
• Required Skills & QualificationsExperience: 1–3 years in Customer Support or Technical Support. Experience in consumer durables, home appliances, or electronics is highly preferred.
• Education: Graduate in any stream. A basic understanding of mechanical or electrical components is a plus.
• Language: Proficiency in Hindi and English is mandatory. Being able to explain "how to fix something" clearly over the phone is essential.
• Soft Skills: Exceptional patience and the ability to remain calm when dealing with frustrated or "angry" customers.
• Technical Comfort: Ability to quickly learn the technical specifications of the entire PowerMax catalog (over 100+ SKUs).

1. Key Performance Indicators (KPIs)Ticket Resolution Time (TAT): Average time taken to close a customer complaint.
2. First Call Resolution (FCR): Percentage of issues resolved during the very first interaction without needing a technician visit.
3. Customer Satisfaction Score (CSAT): Ratings provided by customers after a support interaction.
4. Call Quality: Adherence to the brand's communication guidelines and empathy standards.