Telecalling Executive

Job Description: Inbound Telecaller. 

Position Overview:-

We are looking for a customer-oriented and articulate Inbound Telecaller to join our customer service team. In this role, you will be the primary point of contact for incoming customer inquiries, resolving questions about products/services, handling complaints, and providing a seamless support experience.

Unlike outbound telecalling, this role is 100% focused on receiving incoming calls; there is no cold calling involved.

v Key Responsibilities

·       Answer Incoming Calls: Promptly answer incoming customer calls with a professional, clear, and empathetic tone.

·       Query & Issue Resolution: Address customer queries regarding products, services, order status, billing, or general information accurately and efficiently.

·       CRM & Data Entry: Accurately log call details, customer interaction notes, and resolutions into the CRM database.

·       Escalation Handling: Escalate complex issues or unresolved complaints to team leads or specialized departments as per company protocol.

·       First Contact Resolution (FCR): Strive to resolve customer queries during the initial call whenever possible to maintain high satisfaction metrics.

 Follow-up: Coordinate with internal departments to track pending issue resolutions and provide callbacks to customers when required.

v Key Performance Indicators (KPIs)

o  First Call Resolution (FCR) rate

o  Average Handling Time (AHT)

o  Customer Satisfaction Score (CSAT)

o  Call quality audit ratings

o  Attendance and schedule adherence

v Requirements & Qualifications

·       Education: High school diploma, higher secondary certification, or Bachelor’s degree in any field.

·       Experience: 0–2 years of experience in customer support, inbound call centers, or telecommunications (Freshers with excellent communication skills are welcome).

Language Proficiency: Strong verbal communication skills in [Languages required: English and Hindi

 Listening Skills: Active listening ability with a patient, empathetic approach to customer concerns.

Technical Proficiency: Basic computer skills, fast typing speed, and familiarity with CRM software or ticketing systems.

Problem-Solving: Ability to think on your feet, stay calm under pressure, and manage challenging customer situations calmly.

v Key Skills

·       Active Listening & Empathy

·       Clear Verbal & Written Communication

·       Problem-Solving & Critical Thinking

·       Multitasking (navigating systems while speaking)

·       Patience & Conflict Resolution

Perks

8 to 15k

Job Location:-Nagpur

Office Location: Narendra Nagar Square

Shift Timings 9.30 to 7.15

 Employment Type: Full-Time

Benefits: Performance incentives, career advancement opportunities |