Telemarketing Executive

Role summary

Handle inbound and/or outbound customer interactions via phone (and sometimes email/chat), resolve customer queries and complaints, process orders and requests, maintain accurate records in the CRM, and meet service and quality targets to deliver a positive customer experience.

Key responsibilities

Answer incoming calls and respond to customer emails or chats in a timely, courteous manner.

Identify customer needs, provide accurate information, troubleshoot issues, and resolve complaints or escalate appropriately.

Process orders, returns, refunds, cancellations, billing enquiries and service requests per company policy.

Update and maintain customer records in CRM (e.g., Zendesk, Salesforce) and log all interactions.

Achieve individual and team KPIs (AHT, FCR, CSAT, adherence, occupancy).

Follow scripts and quality standards while personalizing interactions for great customer experience.

Cross-sell or upsell products/services when applicable and meet sales/target goals (if role includes sales).

Participate in coaching, quality assurance evaluations, and regular training.

Suggest process improvements based on recurring customer issues or feedback.

Be flexible with shift patterns, including evenings, weekends, or holidays if required.

Required qualifications & experience

High school diploma or equivalent; diploma/degree preferred but not mandatory.

0–3 years customer service or call center experience (adjust depending on seniority).

Clear spoken communication and good listening skills.

Basic computer literacy and ability to learn CRM Comfortable working to targets and following processes.

Preferred skills & tools

Experience with CRM/ticketing systems telephony platforms.

Familiarity with Microsoft Office / Google Workspace.

Typing speed and accuracy; data-entry skills.

Punjabi Hindi) — if relevant to customers.

Basic sales ability for outbound/sales-focused roles.

Soft skills

Empathy, patience and strong problem-solving capability.

Good time management and ability to multitask.

Team player with a positive attitude and resilience under pressure.

Strong attention to detail and reliability (punctuality, attendance).

Key performance indicators (KPIs)

Average handling time (AHT)

First call resolution (FCR) rate

Customer satisfaction (CSAT) / Net Promoter Score (NPS)

Call quality score / QA adherence

Attendance and schedule adherence

Conversion or sales rate

Job Types: Full-time, Permanent

Pay: ₹13,000.00 - ₹17,000.00 per month

Ability to commute/relocate:

• Doraha, Punjab: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person