Job
Description
We are seeking a highly motivated and customer-focused Telecaller to join our growing team. The ideal candidate will be the primary point of contact for our existing and potential clients, focusing on promoting our payment gateway services, addressing inquiries, resolving issues, and ensuring a positive customer experience. This role is crucial for lead generation, customer retention, and overall business growth.
Key Responsibilities:
Outbound Calling:
Initiate outbound calls to prospective businesses and individuals to introduce Kitzone Technology's payment gateway services.
Explain the features, benefits, and advantages of our payment solutions (e.g., ease of integration, security, competitive pricing, various payment options, etc.).
Identify and qualify leads for the sales team by understanding client needs and pain points related to payment processing.
Schedule appointments and demos for the sales team with interested clients.
Follow up on leads generated through various marketing channels.
Inbound Call Handling:
Answer incoming calls from existing and potential clients regarding payment gateway services, technical queries, pricing, and account-related information.
Provide accurate and timely information, ensuring a clear understanding of our offerings.
Assist clients with basic troubleshooting and guide them through common processes (e.g., sign-up, document submission, dashboard navigation).
Customer Relationship Management:
Build and maintain strong, positive relationships with clients by providing excellent customer service.
Address customer complaints and concerns professionally and efficiently, aiming for first-call resolution where possible.
Escalate complex issues to the appropriate internal teams (e.g., technical support, sales, operations) and follow up to ensure resolution.
Gather customer feedback to help improve services and identify new opportunities.
Data Management & Reporting:
Accurately record all call details, customer interactions, lead information, and follow-up actions in the CRM system.
Maintain and update customer databases with relevant information.
Generate daily/weekly reports on call metrics, lead status, and customer interactions.
Product Knowledge:
Continuously learn and stay updated on all aspects of Kitzone Technology's payment gateway products, services, and new features.
Understand industry trends and competitor offerings to effectively position our solutions.
Target Achievement:
Strive to meet and exceed daily, weekly, and monthly targets for call volume, lead generation, customer satisfaction, and other key performance indicators.
Qualifications:
High school diploma or equivalent; a Bachelor's degree in Business, Marketing, or a related field is a plus.
Proven experience (1+ years preferred) in telecalling, telesales, customer service, or a similar role, ideally within the financial services, fintech, or payment gateway industry. Freshers with exceptional communication skills and a strong desire to learn may also be considered.
Excellent verbal communication skills with a clear, pleasant, and professional phone etiquette in English and Hindi (and any other regional languages as per business need).
Strong active listening skills and the ability to understand customer needs quickly.
Persuasion and negotiation skills, with the ability to effectively present product benefits and handle objections.
Basic computer proficiency and familiarity with CRM software (e.g., Salesforce, Zoho CRM, etc.) and other office tools (MS Office Suite).
Ability to work independently and as part of a team in a fast-paced environment.
Strong problem-solving abilities and a customer-centric approach.
Good organizational and time management skills.
Resilience and a positive attitude, even when facing challenging interactions.
Preferred Skills (Bonus Points):
Understanding of basic payment gateway functionalities (e.g., transaction flow, settlement, recurring payments, APIs).
Experience with cold calling techniques.
Ability to articulate complex technical information in an easy-to-understand manner.
What Kitzone Technology Offers:
Competitive salary and performance-based incentives.
Opportunity to work in a rapidly growing and dynamic industry.
Professional development and growth opportunities.
Supportive and collaborative work environment.
