Customer Support/Telecaller

Key Responsibilities

1. Customer Communication
   • Make outbound calls to potential or existing customers to explain products, services, or offers.
   • Handle inbound calls from customers seeking assistance, resolving queries, or raising complaints.
   • Provide accurate, detailed, and clear information to customers.
   • Maintain professional etiquette during every call, regardless of the customer s attitude.
2. Lead Generation & Sales Support
   • Identify potential customers and generate leads through cold calling or database contacts.
   • Convince customers to purchase products, subscribe to services, or book appointments.
   • Support the sales team by scheduling meetings or forwarding hot leads.
   • Meet or exceed daily, weekly, and monthly call/target quotas.
3. Complaint Handling & Resolution
   • Listen carefully to customer concerns and document issues.
   • Offer quick and practical solutions or escalate cases to higher authorities when necessary.
   • Ensure that customer issues are resolved within defined timelines to maintain satisfaction.
4. Data Entry & Record Keeping
   • Maintain updated records of customer interactions, feedback, and transactions.
   • Enter and track leads in CRM or telecalling software.
   • Update databases with accurate customer details for future campaigns.
5. Team Coordination & Reporting
   • Collaborate with supervisors and team members to align on daily targets.
   • Share customer insights and market feedback with management.
   • Prepare and submit daily or weekly reports on calls made, leads generated, or issues resolved.

Skills & Competencies Required

1. Communication Skills
   • Strong verbal communication with fluency in local language(s) and preferably English.
   • Ability to explain information clearly, persuasively, and patiently.
   • Active listening skills to understand customer needs effectively.
2. Sales & Persuasion Skills
   • Confidence to convince customers to try or buy products/services.
   • Basic negotiation skills for handling objections and closing deals.
   • Ability to identify cross-selling and upselling opportunities.
3. Customer Service Orientation
   • Patience and empathy to handle irate or dissatisfied customers.
   • Problem-solving mindset to provide effective solutions.
   • Commitment to ensuring a positive customer experience.
4. Technical & Process Skills
   • Familiarity with telecalling systems, dialers, or CRM tools.
   • Basic computer l