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.
Job Profile: Back Office Executive – Paying Guest (PG) Operations Role Overview The Back Office Executive is responsible for handling internal operations, data management, documentation, reporting, and coordination between departments. This role ensures smooth backend functioning of PG operations, accuracy of records, and compliance with company processes. Key Responsibilities 1. Data Management & Records Maintain and update tenant, property, owner, and staff data in Excel / system. Ensure accuracy of KYC, agreements, rent, deposit, lock-in, and payment records. Update move-in, move-out, and vacancy status regularly. 2. Documentation & Compliance Prepare and manage agreements, welcome letters, notices, and policy documents. Ensure proper collection and storage of KYC documents as per company SOP. Track agreement validity, renewals, and escalations. 3. Coordination & Support Coordinate with telecallers, operations, caretakers, and accounts teams. Support onboarding and offboarding processes. Share internal updates, notices, and reports with concerned teams. 4. Billing, Payments & Reconciliation Track rent, deposits, penalties, and other charges. Coordinate with accounts for payment entries and reconciliation. Identify mismatches, pending dues, and exceptions for escalation. 5. Reporting & MIS Prepare daily, weekly, and monthly MIS reports. Track occupancy, collections, vacancies, and pending issues. Maintain audit-ready records for management review. 6. Process & Data Security Ensure no unauthorized data sharing or misuse. Follow data privacy and confidentiality policies strictly. Report discrepancies, system issues, or SOP gaps to management. Required Skills & Qualifications Minimum qualification: Graduate preferred (12th pass with experience acceptable). Experience in back office, operations, or admin roles is an advantage. Strong working knowledge of MS Excel, Google Sheets, and basic documentation tools. Attention to detail and strong organizational skills. Ability to handle multiple tasks and meet deadlines. Behavioral & Work Expectations Disciplined, reliable, and process-driven. High level of accuracy and accountability. Ability to work under pressure and manage deadlines. Willingness to follow company working days, rules, and SOPs. Key Performance Indicators (KPIs) Data accuracy and zero-error records. Timely updating of MIS and reports. Compliance with documentation and SOPs. Coordination effectiveness with teams. Additional Notes (Optional to Add) Sunday/holiday work as per business requirement. Strict adherence to company data and payment policies. Any violation may lead to disciplinary and legal action.