Company Profile

TLC Relationship Management (P) Ltd (TLC) is a tech product and services company providing

end to end digital solutions for customer acquisition, activation, engagement, retention, and

loyalty. We have domain expertise in the travel and hospitality space.

Set up 20 years ago, we have a pan India presence and a regional presence in Middle East

and Africa. With our corporate office in New Delhi, we have a team strength of 600 plus

people and bring a culture of innovation to deliver excellence. Our teams including Design,

Tech, Digital, Support, Contact Centre’s provide a unique single window solution to our

customers.

Our tech products are developed on world class platforms to include CRM on Salesforce and

Heroku with all integrations managed through MuleSoft. Our digital delivery is on the Adobe

stacks including Adobe Experience Manager, Analytics, Target, and Adobe Campaign with

Mobile Apps developed on Ionic hybrid platform. Our Contact Centre’s are integrated with

voice, chat, WhatsApp, FB Messenger, Email, Social, Web and SMS.

TLC Compliance and Statutory Audits are managed by a Big Four global Accounting Firm. We

follow the highest levels of Information Security with an ISO 27001 certification. We are

members of CII, FHRAI, TAAI, Nasscom, Dun & Bradstreet etc.

Details on the company are available on . Our Membership details are

available on TLC managed websites include

and TLC Apps include Club Marriott South

Asia that can be downloaded from the App Store or the Google Play Store.

Designation : Voice Executives

Job Location : Delhi/NCR, Mumbai, Hyderabad, Bangalore

Company Website :

Key Responsibilities:

1. Understanding the brand that is being represented, the TLC brand, the Program, the

benefits, the scripts, the possible talking and opening lines and ensuring that the

company guidelines on these are followed when a customer connect is made to enroll

them into a membership program.

2. A soft approach to the sales process with conversational scripts and engagement on the

call to sign up a customer. To protect the brand and ensure that a positive impact is left

on the prospect after the interaction, whether he / she buys a membership or not.

3. Program Benefits must be conveyed in complete transparency leaving no scope of

ambiguity or sounding / making false promises or over commitment.

4. Ensure that the prospect is not called for more than 3 times and also, he / she is not

spammed on the calls. A prospect who does not want to be spoken to should be

blocked from the system.

5. Ensure a database is provided by the company and only approved databases after

proper DNC scrubbing are used.

6. It is mandatory to ensure that on every point of connect generating relevant leads are

required, this is a part of our database expansion exercise, and must be followed.

7. Ensuing all relevant information is captured and converted into company intelligence

like reasons for close etc and the prospects once spoken to are accordingly blocked

from the system so that they are not called again.

8. Ensure any escalation or potential escalation is immediately reported to the Manager.

9. Ensure company time spent in the office is spent on productive customer acquisition

work and aim for high enrolments, conversions, and no complaints as a performance

matrix.

10. Ensuring confidentiality of all company information is maintained at all times.

Required Skills Set:

1. Minimum two years’ experience in a high-quality outbound voice process.

2. Good verbal and social communication skills in English with supporting local language.

English will always be the first language for opening a customer conversation.

3. Proactive, confident, and self-motivated.

4. Performance oriented with a passion for sales and numbers.

Compensation:

Fixed compensation + Sales Incentives + incentives from sales competitions