Telecaller

Job Description

Job Purpose:To act as the first point of contact for all customer queries related to service and basic sales support for lithium batteries. This role ensures smooth coordination between service, accounts, and sales teams, delivering timely and efficient resolution and communication to customers Key Responsibilities:Service Support (Primary – 70% Focus):Receive incoming service-related calls, emails, or messages. Understand customer complaints, log them in the system (ERP/CRM), and provide first-level troubleshooting where applicable. Coordinate with service engineers, dispatch/logistics, and technical teams to schedule service actions. Follow up on open service cases and ensure timely closure with customer satisfaction. Keep customers informed about service progress and resolution. Assist in warranty verification and connect with accounts for service-related billing queries. Sales Support (Secondary – 30% Focus):Handle inbound calls related to basic product inquiries and direct complex queries to the sales team. Share standard product details, price lists, and brochure info with potential clients. Forward lead details and follow-up requirements to the sales team. Maintain proper communication logs and follow up on assigned leads. Team Coordination & Communication:Serve as a communication bridge between customers and internal departments (accounts, dispatch, service, and sales). Maintain accurate records of customer interactions and service reports. Identify urgent issues and escalate them appropriately. Required Skills & Qualifications: Minimum 1–2 years of experience in telecalling, customer service, or support roles. Experience in the EV or battery industry is a plus. Excellent verbal and written communication in Hindi and English. Basic understanding of technical products or willingness to learn about lithium batteries. Strong coordination and follow-up skills. Working knowledge of MS Office, email, and CRM/ERP systems. Preferred Traits:Polite, patient, and good listener. Proactive problem solver with a sense of urgency. Ability to multitask and handle pressure. Customer-first mindset with team collaboration spirit.