Required Inbound Telecaller - Chennai

Job Summary:

We are looking for a courteous, patient, and professional Inbound Telecaller to manage incoming calls from customers, respond to inquiries, and provide accurate and timely support. The primary responsibility of the Inbound Telecaller is to assist customers with their questions, complaints, or requests related to products, services, or orders. This role is crucial in delivering excellent customer service, enhancing customer satisfaction, and maintaining the company s reputation. The ideal candidate should possess strong communication skills, basic computer knowledge, and the ability to handle customer concerns effectively and efficiently.

Key Responsibilities:

1. Handling Incoming Calls:

• Receive high-volume inbound calls from customers regarding inquiries, complaints, or support needs.
• Listen actively to customer issues and provide suitable solutions or information.
• Transfer calls to appropriate departments if specialized help is required.

2. Customer Query Resolution:

• Address customer queries related to products, services, billing, payments, shipping, warranties, technical support, etc.
• Assist in order status checks, refund status, and account-related concerns.
• Maintain professionalism and empathy when handling difficult or irate customers.

3. Call Logging and Documentation:

• Record call details such as customer name, nature of the issue, resolution offered, and follow-up instructions.
• Maintain accurate records in CRM software or call log systems.
• Tag calls appropriately based on categories like resolved, pending, escalated, or follow-up needed.

4. Product and Service Knowledge:

• Stay updated on the company s offerings, features, policies, pricing, and FAQs.
• Provide customers with clear and concise information about new launches, changes in services, or ongoing promotions.
• Identify opportunities for cross-selling or upselling (if applicable).

5. Follow-Up and Escalation Handling:

• Ensure timely follow-up for unresolved issues or pending queries.
• Escalate calls or concerns to team leaders or support departments as per escalation matrix.
• Communicate clearly about timelines and solutions to customers during follow-up calls.

6. Quality and Compliance:

• Adhere to the call center 's quality standards, scripts, and customer service protocols.
• Follow compliance procedures for handling sensitive customer information (e.g., banking details, personal data).
• Meet regulatory and company-specific data security guidelines.

Job Profile : Inbound Telecaller
Industry : BPO