Required Inbound Telecaller - Delhi

Job Summary:
The Inbound Telecaller plays a crucial role in handling incoming customer inquiries, providing accurate information about products and services, resolving complaints, and ensuring an exceptional customer experience. The ideal candidate will possess excellent communication skills, patience, and the ability to handle diverse customer situations effectively. This role requires professionalism, active listening, and a customer-first approach to maintain the company s reputation and build strong client relationships. Key Responsibilities:

1. Handling Inbound Calls:
   • Receive incoming calls from prospective and existing customers in a courteous and professional manner.
   • Respond promptly to queries related to products, services, promotions, pricing, and other business offerings.
   • Identify the customer s needs and provide accurate information or solutions to resolve their concerns.
2. Customer Support:
   • Address and resolve complaints, issues, and service-related queries efficiently while ensuring a high level of customer satisfaction.
   • Maintain a positive attitude, empathy, and patience during all interactions, even in challenging situations.
   • Escalate unresolved issues to supervisors or relevant departments following company protocols.
3. Lead Generation and Sales Support:
   • Assist in generating leads by capturing customer information accurately during calls.
   • Offer additional products or services where applicable, aligning with customer requirements and sales strategies.
   • Support the sales team by providing necessary call details and customer insights for follow-ups.
4. Documentation and Reporting:
   • Record and update customer interactions, inquiries, complaints, and feedback in the CRM system.
   • Prepare daily, weekly, or monthly reports on call metrics, customer queries, and issue resolution rates.
   • Ensure data accuracy and timely reporting for management decision-making.
5. Knowledge Management:
   • Maintain up-to-date knowledge of company products, services, policies, and promotions.
   • Attend training sessions to stay informed about new offerings, procedures, and customer service techniques.
   • Share insights and feedback with supervisors to improve processes and customer experience.
6. Adherence to Quality Standards:
   • Follow call scripts, guidelines, and standard operating procedures while maintaining a natural and engaging conversation with customers.
   • Monitor call quality metrics, such as call handling time, resolution rate, and customer satisfaction score, to meet targets.
   • Continuously improve personal performance by analyzing feedback and performance reports.

Skills and Competencies:

• Communication Skills: Excellent verbal and written communication skills to interact with customers clearly and effectively.
• Customer Service Orientation: Strong focus on customer satisfaction and problem-solving capabilities.
• Listening Skills: Active listening to understand customer requirements and respond appropriately.
• Sales Awareness: Basic knowledge of sales techniques and ability to cross-sell or up-sell products/services.
• Technical Skills: Proficiency in using computers, MS Office, CRM software, and telecalling sys...