Company Description :
HNS Gold Pvt. Ltd. serving customers through branches across four states: Assam, West Bengal (Kolkata) and Punjab. The company focuses on transparent, secure, and customer-friendly gold transactions, building long-term relationships with individuals and families. With a growing footprint and strong brand reputation, HNS Gold offers opportunities to work in a structured, fast-paced retail and service environment. Team members benefit from exposure to diverse customers, standardized processes, and clear performance expectations.

Role Description

Lead the Customer Care team to convert advertising enquiries into appointments, branch walk-ins and completed gold/silver purchase transactions while maintaining complete Salesforce CRM discipline.
Key responsibilities
• Conduct daily huddles and allocate branch-wise, service-wise and agent-wise targets.
• Monitor leads from Google, Meta, WhatsApp, website, toll-free calls and branch campaigns.
• Ensure Hot leads are contacted within five minutes.




• Track every lead from Recent → Contacted → Qualified → Appointment → Walk-in → Converted.
• Monitor calls, WhatsApp follow-ups, call quality, objection handling and appointment confirmation.
• Own team targets for gold, silver, gold-loan settlement , Monthly gold investment plan ( MGIP) and free valuation services.
• Review Salesforce dashboards, overdue tasks, missing fields and incorrect classifications.
• Coordinate with branch managers for appointments, walk-ins and conversion results.
• Submit daily CEO dashboard with performance gaps and immediate corrective actions.
• Conduct call audits, coaching, role-plays and weekly product training.
• Escalate uncontacted Hot leads, overdue follow-ups and branch-support delays.
• Protect customer data and ensure ethical communication and accurate commitments.
Qualifications
5–8 years in inside sales, telesales, contact-centre sales or lead conversion.
• Minimum 2 years leading 8–15 executives.
• Hands-on experience

📌 Team Lead – CRM, Customer Care (India)
🏢 HNS GOLD
📍 India