This role involves end-to-end customer support (inbound/outbound calls, lead follow-up, campaign-related updates) as well as backend support through Tally for documentation, invoice coordination, and dispatch-related queries. The agent acts as a single point of contact for both service-related and transactional queries.
Key Responsibilities:
Customer Support Duties:
Handle inbound calls from retailers, influencers, and consumers
Make outbound calls for lead follow-ups, campaign feedback, and escalations
Log all calls and lead details in the CRM or relevant lead tracking system
Assign leads to sales teams and ensure timely follow-up until closure
Share information regarding products, schemes, and promotions
Record customer issues, complaints, and escalate unresolved cases
Provide WhatsApp, chat, or email-based support as needed
Share daily updates and performance summaries as per SOP
Tally Support Duties:
Assist dealers with billing-related queries (invoices, credit notes, payments)
Coordinate with internal accounts or dispatch teams for Tally-related issues
Access and verify transaction data in Tally (if permitted by system)
Reconcile orders and payments using Tally reports
Generate and share basic ledger summaries or transaction details upon request
Support documentation and dispatch verification workflows
Skill Requirements:
Proficiency in Tally (Tally ERP 9 or Tally Prime)
Familiarity with basic accounting and GST concepts
Strong communication skills (English, Hindi & Bengali)
Good understanding of ZOHO CRM and lead management platforms
Working knowledge of MS Excel and email communication
Ability to multitask between customer-facing and backend coordination roles
Prior experience in telesales or distributor support roles preferred
Location:
Office premises or remote (based on exact requirements)