Call Center Representative

Functional Department:

Position Overview

The Call Center Representative will play a critical role in driving high-quality lead generation, CRM hygiene, customer communication, and internal coordination for Symphony's Large Space Venti-cooling (LSV) business. The role requires strong communication skills, attention to detail, and a process-oriented approach to managing leads and customer interactions. For more details: https://symphonyventicool.com/

Key Responsibilities

1. Lead Generation & Qualification

• Manage inbound leads from multiple channels such as IndiaMART, calls, emails, website inquiries, etc.
• Verify and qualify leads to ensure authenticity and relevance.
• Assign validated leads to respective Sales Managers (SMs) and update the same in the CRM.
• Monitor IndiaMART buy-leads day-to-day to capture industrial inquiries promptly.

2. CRM Management

• Maintain accurate and timely data hygiene in the CRM.
• Update Pin code mapping and ensure correct allocation to sales team.
• Resolve Sales Managers CRM-related queries, including lead stage clarifications, incorrect allocations, and data corrections.
• Conduct CRM training for new joiners in the LSV team (if required).

3. Customer Communication & Support

• Handle and resolve customer queries, complaints, and callback requests professionally.
• Coordinate with service and sales teams where required for closures.
• Ensure smooth customer experience throughout the lead and complaint lifecycle.

4. Feedback Calling & Daily Calling Activities

• Make feedback calls as assigned.
• Capture customer responses accurately and share daily summaries.

Skills & Qualifications

• Graduate (Any stream); preference for candidates with experience in call center, telecalling, inside sales, or customer support.
• Strong communication skills in English & Hindi; regional language will be an added advantage.
• Good understanding of CRM tools (LeadSquared preferred) and MS Excel.
• Energetic, disciplined, and process-oriented with a high sense of responsibility.

Work Style & Expectations

• Ability to work in a fast-paced marketing environment.
• High accuracy in data entry and record keeping.
• Professional behaviour in handling customers and internal stakeholders.
• Willingness to learn product concepts for better customer interaction.