Job Description

Caller Agent

Position Title

: Telecaller

Job Location

: Mayapuri , New Delhi

Department

: Sales/Customer Support/Telemarketing

Key Responsibilities:

Inbound/Outbound Calls:

Handle a high volume of inbound or outbound calls professionally and efficiently. For

Sales Agents

: Make outbound calls to prospects or customers, sell products/services, and generate leads. For

Customer Service Agents

: Answer incoming calls from customers, resolve their queries, provide support, and ensure a positive customer experience.

Product/Service Knowledge:

Understand the products or services being offered to provide accurate information to customers or prospects. Explain the features and benefits clearly, ensuring that the customer is well-informed.

Customer Engagement:

Build rapport with customers by listening to their needs and offering solutions. Address customer complaints and concerns with empathy and professionalism. Maintain a high level of customer satisfaction by providing timely follow-ups and assistance.

Data Entry and Record-Keeping:

Accurately update customer information in CRM systems after each call. Log all interactions, including calls made, customer queries, and any issues raised during the call.

Sales and Targets:

For telesales roles, meet or exceed sales targets, which could include converting leads into sales, upselling, or cross-selling. Track sales progress and provide reports as required.

Problem Solving and Escalation:

Troubleshoot customer issues and resolve complaints within a timely manner. Escalate complex issues to the appropriate department or supervisor for further resolution.

Compliance and Adherence to Policies:

Ensure calls are made or received within company guidelines, adhering to scripts, and maintaining compliance with regulatory standards. Maintain confidentiality and handle sensitive customer information responsibly.

Team Collaboration:

Work closely with other agents and teams to ensure seamless service delivery and customer satisfaction. Participate in training sessions, meetings, and contribute ideas for process improvements.

Key Skills & Qualifications:

Communication Skills:

Excellent verbal communication skills are essential, including the ability to speak clearly and confidently over the phone. Active listening skills to understand customer needs and provide appropriate responses.

Sales/Customer Service Experience:

Previous experience in sales or customer service (for telesales or support roles) is preferred, but not always required.

Problem-Solving Abilities:

Ability to handle challenging customer situations and resolve conflicts effectively.

Computer Proficiency:

Comfortable using customer relationship management (CRM) systems, call-handling software, and basic computer programs (e.g., Microsoft Office).

Attention to Detail:

Accuracy in recording customer interactions and updating records.

Patience & Empathy:

Ability to maintain a calm and positive demeanor, especially when dealing with upset or frustrated customers.

Time Management:

Ability to manage a high call volume efficiently and prioritize tasks.

Educational Requirements:

Typically, a high school diploma or equivalent is required. Some positions may require a bachelor's degree or relevant experience depending on the industry.
Job Types: Full-time, Permanent

Pay: ?16,000.00 - ?22,000.00 per month

Benefits:

Cell phone reimbursement Leave encashment Paid sick time Paid time off Provident Fund
Schedule:

Day shift Fixed shift
Language:

Hindi (Preferred) English (Preferred)
Work Location: In person