Job Purpose The Customer Engagement Associate is responsible for engaging with prospective and existing customers through calls and other communication channels, understanding their requirements, promoting suitable internet plans and services, supporting customer retention, and ensuring a positive customer experience.

The role requires strong communication, relationship-building, follow-up, and basic sales/customer service skills, with a focus on achieving customer engagement, conversion, retention, and service-related targets.

Key Roles & Responsibilities:

1. Customer Engagement

- Make outbound calls to prospective and existing customers based on assigned leads and customer lists.
- Engage with customers professionally and understand their internet/service requirements.
- Explain available broadband/fiber internet plans, packages, offers, and value-added services.
- Provide accurate information regarding plans, pricing, installation, billing, validity, and service features.
- Maintain positive relationships with customers through regular and timely communication.

1. Lead Management & Conversion

- Contact assigned leads within the defined turnaround time.
- Understand customer needs and recommend appropriate ISP plans.
- Follow up with interested customers to move leads toward conversion.
- Coordinate with sales, installation, and technical teams to facilitate new connections.
- Update lead status, follow-up details, and customer interactions in the CRM/system.
- Achieve assigned lead conversion and revenue targets.

1. Existing Customer Engagement & Retention

- Contact existing customers for renewals, upgrades, plan changes, and additional services.




- Identify potential customer dissatisfaction and take appropriate action to prevent churn.
- Engage with customers whose plans are nearing expiry or whose accounts require follow-up.
- Promote relevant upgrades, higher-speed plans, OTT bundles, or other applicable services.
- Escalate unresolved customer concerns to the appropriate internal team.

1. Customer Service & Coordination

- Respond to customer queries related to plans, services, billing, installation, and account-related matters.
- Coordinate with technical/support teams for service-related complaints when required.
- Ensure customers receive timely updates regarding their requests or complaints.
- Follow up until closure wherever the role requires ownership of the customer request.
- Maintain professional communication across all customer interactions.

1. CRM & Documentation

- Maintain accurate customer and lead information in the CRM.
- Record call outcomes, customer requirements, commitments, and follow-up dates.
- Ensure all customer interactions are updated within the prescribed timeline.
- Maintain confidentiality of customer information and company data.
- Prepare basic daily/weekly reports on calls, leads, conversions, follow-ups, and pending cases.

1. Target & Performance Management

- Achieve assigned KPIs related to calls,



customer engagement, lead conversion, revenue, renewals, and retention.
- Maintain required call quality and productivity standards.
- Participate in team meetings, training sessions, and performance reviews.
- Continuously improve product knowledge, communication skills, and customer-handling techniques.

Education:

- Graduate preferred.

Experience:

- 1–3 years of experience in telecalling, customer engagement, inside sales, customer service, or a similar role.
- Experience in the ISP, telecom, broadband, DTH, or technology sector will be an advantage.

Required Skills

- Good verbal communication skills.
- Strong customer-handling and interpersonal skills.
- Active listening and problem-solving ability.
- Basic sales and negotiation skills.
- Good follow-up discipline.
- Ability to explain products and services clearly.
- Basic computer and MS Office knowledge.
- Ability to work with CRM/call-management systems.
- Ability to achieve targets in a performance-driven environment.
- Positive attitude and willingness to learn.

Working Conditions
- Primarily office-based/customer-contact role.
- High level of interaction with customers through telephone and digital communication channels.
- May involve rotational shifts depending on business requirements.
- Target-driven environment with defined productivity and quality metrics.

Pay: From ₹25,000.00 per month

Advantages

- Cell phone reimbursement
- Commuter assistance
- Food provided
- Health insurance
- Leave encashment
- Life insurance
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Engagement Associate (Siddhapudur)
🏢 Skylink Fibernet Private
📍 Siddhapudur