Role Purpose:
The Telecaller will be responsible for calling Eveez franchise riders regarding pending payments, confirming payment status, taking payment commitments, coordinating with hub teams, and maintaining accurate payment follow-up records. The primary objective is to ensure timely rider payments and reduce payment outstanding across Eveez franchise hubs.
1. Daily Payment Follow-Up
- Call riders with pending or upcoming payments on a daily basis.
- Inform riders about their outstanding amount and payment due date.
- Explain the payment requirement clearly and professionally.
- Follow up with riders until the payment is completed.
- Prioritize overdue and high-value outstanding payments.
2. Payment Commitment Management
- Take a clear payment commitment from riders who have pending payments.
- Record rider name, rider ID, hub, franchise, outstanding amount, promised payment amount, promised payment date and reason for delay.
- Follow up again on the committed date if payment has not been received.
3. Payment Confirmation
- Confirm with the rider once payment has been made.
- Check payment status through the available payment system/dashboard.
- Coordinate with the hub team if payment is made through cash or another offline method.
- Do not mark a payment as completed without proper confirmation or record.
4. Coordination with Hub Teams
- Coordinate with Hub Operations/Franchise teams regarding pending rider payments.
- Share the list of riders who have not responded to calls.
- Inform the hub team about riders who have committed to a payment date.
- Escalate repeated non-payment cases to the concerned Operations Manager.
- Coordinate for further recovery action wherever required.
5. Daily Payment Tracker
- Maintain an updated tracker covering riders contacted, successful calls, no-response cases, total outstanding amount, amount committed, amount collected, pending amount, payment commitment date, follow-up status and reason for non-payment.
- Keep rider-wise and hub-wise payment follow-up records updated.
6. Recovery Escalation
- Escalate cases where a rider repeatedly does not answer calls.
- Escalate repeated broken payment commitments.
- Escalate refusal to make payment or significant outstanding amounts.
- Escalate cases where a rider has stopped using/returned the vehicle but has pending dues.
- Escalate payment disputes and mismatches between rider information and company records.
- Do not independently approve discounts, waive dues, change outstanding amounts or make financial adjustments.
7. Payment & Data Accuracy
- Maintain accurate records of every payment conversation.
- Never report a payment as collected without confirmation.
- Immediately report mismatches between rider information and dashboard/payment records.
- Highlight unusual payment patterns or discrepancies to the Reporting/Operations Manager.
- Maintain proper documentation of payment-related communication.
8. Rider Communication
- Communicate professionally and respectfully with riders.
- Clearly explain outstanding payments and payment requirements.
- Listen to genuine rider concerns and understand payment-related issues.
- Provide the correct payment information/process.
- Avoid arguments or inappropriate language.
- Escalate disputes to the appropriate Operations team.
9. Daily Reporting
- Submit a daily payment collection report to the Reporting/Operations Manager.
- Report total riders assigned, riders contacted, no-response riders, total outstanding, payment collected, payment commitments, pending amount, escalated cases and important remarks.
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
