JOB DESCRIPTION FOR THE POSITION OF TELE - CALLER

Role: Telecaller

Industry Type: BFSI

Department: Collection

Roles of Telecaller

• Making Outbound calls: Telecallers are responsible for making outbound calls to potential customers based on leads provided by the clients.
• Customer Service: Telecallers interact with customers in a professional, friendly manner, addressing their concerns and  solutions to their questions or concerns.
• Recording and Documentation: They maintain detailed documentation of customer interactions, including call logs, feedback, complaints, inquiries, and other relevant details for future reference.
• Attaining Targets: Telecallers aim to achieve specific sales goals or key performance indicators (KPIs) through efficient sales and communication methods.

Responsibilities

• Making Outbound Calls: Make outbound calls to prospective customers to advertise the company’s services.
• Understanding Customer Needs: Listen attentively to customers’ concerns or queries and provide appropriate solutions or support based on their needs.
• Maintaining Call Record: Document all customer interactions accurately in the CRM system, including call details, queries, responses, complaints, and resolutions provided.
• Setting Sales Goals: Aim to achieve individual and team sales goals by effectively promoting and persuading customers to get the collection amount/EMI.
• Resolution of Customer Complaints: Resolve customer complaints or escalations quickly and professionally, focusing on satisfactory resolution while maintaining customer satisfaction levels.
• Build Rapport: Maintain positive relationships with customers by providing engaging and friendly communication to ensure a positive customer experience.
• Conforming to Compliance Standards: Comply with all regulatory and legal guidelines for telecalling, including privacy laws and lawful telemarketing practices, to ensure lawful and ethical methods.

Skills :-

• Excellent verbal communication skills.
• Ability to persuade and influence others.
• Patience and resilience in handling customer inquiries or complaints.
• Good listening skills and empathy towards customers’ needs.
• Basic computer skills for data entry and maintaining records.
• Ability to work in a fast-paced environment and handle pressure.
• Prior experience in customer service or sales is preferred.

Education

Intermediate/ Graduate

Salary :

As per Industry Standard

Qualification: Intermediate (10+2) & Above