Customer Support Telecaller

Introduction

A Customer Support Telecaller in a grocery store plays a vital role in ensuring smooth communication between the store and its customers. As the primary point of contact over the phone, a telecaller is responsible for assisting customers with inquiries, handling complaints, taking orders, promoting offers, and providing information about products and services. This role is especially important for grocery stores, where timely and accurate assistance directly impacts customer satisfaction and store sales . Working as a customer support telecaller requires good communication skills, product knowledge, problem-solving abilities, and a customer-centric approach . The job involves handling both inbound and outbound calls and maintaining a professional, polite, and helpful attitude at all times.

Key Responsibilities

1. Handling Inbound Calls

• Answer customer calls promptly and address queries related to products, prices, discounts, and stock availability.
• Assist customers with online or telephonic orders and guide them through the ordering process.
• Provide store-related information such as location, opening hours, delivery timings, and payment options.

2. Managing Outbound Calls

• Call customers to inform them about special offers, discounts, and new arrivals.
• Follow up on pending orders, delivery confirmations, and feedback collection.
• Contact regular customers to promote loyalty programs or membership benefits.

3. Order Management

• Receive, record, and process telephonic orders accurately.
• Coordinate with the store s packing and delivery teams to ensure timely dispatch of grocery items.
• Update customers regarding the status of their orders and expected delivery times.

4. Customer Complaint Handling

• Listen patiently to customer complaints and provide quick and effective solutions.
• Handle issues related to wrong items delivered, delays, or product quality concerns.
• Escalate unresolved complaints to supervisors or store managers when required.

5. Promoting Products & Offers

• Share information about seasonal discounts, combo offers, and new products.
• Upsell or cross-sell related products based on customer preferences.
• Encourage customers to try value-added services such as home delivery or online ordering.

6. Record Maintenance & Reporting

• Maintain accurate records of customer details, order history, and complaints.
• Update customer information in the store s CRM or database system.
• Submit daily reports to the store manager regarding call performance, customer feedback, and issues faced.

Skills & Competencies Required

1. Communication Skills

• Clear and polite communication over the phone.
• Fluency in English and local/regional languages for better customer interaction.
• Active listening skills to understand customer needs effectively.

2. Customer Service Skills

• Ability to handle customer concerns with patience and empathy.
• Positive and helpful attitude while resolving queries or complaints.
• Commitment to providing excellent service to enhance customer satisfaction.