Telecaller, receptionist

Job Description — Telecaller cum Receptionist (Ghaziabad)

Company: DQ Learnings

Location: Ghaziabad (In-office)

Department: Admissions & Front Office

Reports to: Centre Director – Ghaziabad

Role Overview

Be the first voice and face of DQ Learnings at our Ghaziabad centre. You’ll handle inbound reception, outbound telecalling, appointment booking, visitor management, and CRM updates—so every enquiry becomes a counselling/demo appointment and every walk-in gets a smooth experience.

Key Responsibilities

Lead Calling & Follow-ups

Call new leads within 10 minutes; run structured follow-ups via phone, WhatsApp, and SMS.

Qualify prospects, book counselling/demo slots, send confirmations & reminders, and recover no-shows.

Front Desk & Visitor Management

Welcome walk-ins, capture details, route to counsellor/trainer, maintain visitor logs, manage queues.

Handle centre phone lines (Exotel), WhatsApp Business, and general inbox queries.

CRM Hygiene (Zoho CRM)

Log every call, note, next action, and outcome same day.

Move leads strictly through DQ Blueprint stages: New → Contacted → Interested → Qualified → Follow-Up Required → Demo Scheduled → Demo Completed → Closed (Won/Lost); use instant & divergence paths as defined.

Admissions & Collections Support

Share fee plans and payment links as guided by the counsellor; execute polite reminders as per policy.

Ops Coordination

Maintain front-desk calendar, demo class slots, trainer availability, meeting room bookings.

Basic admin: stationery, ID verification, document scan/upload, receipt handover.

Compliance & Brand Etiquette

Follow approved calling scripts, DND/data-privacy norms, and DQ service standards.

Must-Have Skills

Clear, pleasant Hindi with conversational English; excellent phone etiquette.

Strong follow-up discipline, time management, and note-keeping.

Comfort with Zoho CRM, Google Sheets, Gmail/Calendar, WhatsApp Business; familiarity with Exotel/Callyzer is a plus.

KPIs (Success Metrics)

Speed to First Call: ≤ 10 minutes for new leads

Daily Call Activity: 80–120 connected attempts (new + follow-ups)

Qualified Appointments Booked: 8–12/day

Show-up Rate: ≥ 60% weekly

CRM Accuracy: 100% calls logged same-day; correct stage + next action always set

No-Show Recovery: ≥ 30% rebooked within 72 hours

Service Quality: Positive visitor feedback; zero compliance breaches

Qualifications

12th pass/Graduate; freshers welcomed if communication is strong.

6–18 months in telecalling/front office/admissions support preferred (ed-tech experience is a bonus).

Work Hours & Days

6-day week; typical shift 10:00 AM – 7:00 PM (flexible for events/demos).

Compensation & Growth

Fixed Salary (Ghaziabad): ₹16,000 – ₹26,000/month (experience-based)

Incentives: Performance-linked (appointments, show-ups, collections support, CRM quality)

Growth Path: Senior Telecaller → Admissions Counsellor → Centre Operations (based on performance)

Tools You’ll Use

Zoho CRM, Exotel (IVR/call logs), Callyzer, WhatsApp Business, Google Sheets, Gmail/Calendar, basic scanning apps.

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month

Ability to commute/relocate:

• Raj Nagar Extension, Ghaziabad, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Telecommunication: 1 year (Preferred)

Language:

• English (Preferred)

Location:

• Raj Nagar Extension, Ghaziabad, Uttar Pradesh (Preferred)

Work Location: In person