Job
Description
Caller Agent Job Description Position Title : Telecaller Job Location : Mayapuri , New Delhi Department : Sales/Customer Support/Telemarketing Key Responsibilities: Inbound/Outbound Calls: Handle a high volume of inbound or outbound calls professionally and efficiently. For Sales Agents : Make outbound calls to prospects or customers, sell products/services, and generate leads. For Customer Service Agents : Answer incoming calls from customers, resolve their queries, provide support, and ensure a positive customer experience. Product/Service Knowledge: Understand the products or services being offered to provide accurate information to customers or prospects. Explain the features and benefits clearly, ensuring that the customer is well-informed. Customer Engagement: Build rapport with customers by listening to their needs and offering solutions. Address customer complaints and concerns with empathy and professionalism. Maintain a high level of customer satisfaction by providing timely follow-ups and assistance. Data Entry and Record-Keeping: Accurately update customer information in CRM systems after each call. Log all interactions, including calls made, customer queries, and any issues raised during the call. Sales and Targets: For telesales roles, meet or exceed sales targets, which could include converting leads into sales, upselling, or cross-selling. Track sales progress and provide reports as required. Problem Solving and Escalation: Troubleshoot customer issues and resolve complaints within a timely manner. Escalate complex issues to the appropriate department or supervisor for further resolution. Compliance and Adherence to Policies: Ensure calls are made or received within company guidelines, adhering to scripts, and maintaining compliance with regulatory standards. Maintain confidentiality and handle sensitive customer information responsibly. Team Collaboration: Work closely with other agents and teams to ensure seamless service delivery and customer satisfaction. Participate in training sessions, meetings, and contribute ideas for process improvements. Key Skills & Qualifications: Communication Skills: Excellent verbal communication skills are essential, including the ability to speak clearly and confidently over the phone. Active listening skills to understand customer needs and provide appropriate responses. Sales/Customer Service Experience: Previous experience in sales or customer service (for telesales or support roles) is preferred, but not always required. Problem-Solving Abilities: Ability to handle challenging customer situations and resolve conflicts effectively. Computer Proficiency: Comfortable using customer relationship management (CRM) systems, call-handling software, and basic computer programs (e.g., Microsoft Office). Attention to Detail: Accuracy in recording customer interactions and updating records. Patience & Empathy: Ability to maintain a calm and positive demeanor, especially when dealing with upset or frustrated customers. Time Management: Ability to manage a high call volume efficiently and prioritize tasks. Educational Requirements: Typically, a high school diploma or equivalent is required. Some positions may require a bachelor's degree or relevant experience depending on the industry. Job Types: Full-time, Permanent Pay: ₹16,000.00 - ₹22,000.00 per month Benefits: Cell phone reimbursement Leave encashment Paid sick time Paid time off Provident Fund Schedule: Day shift Fixed shift Language: Hindi (Preferred) English (Preferred) Work Location: In person
