Call Handling & Warm Transfers: Manage incoming customer calls with a welcoming tone. Understand the customer's core needs and execute smooth, professional "warm transfers" to the concerned person or department.
Product & Catalog Management: Develop a thorough understanding of our extensive product range. Actively assist the team in preparing, updating, and managing product catalogs.
Sales Support: Act as the backbone for the sales team. Assist with daily sales operations, follow-ups, and ensure customer requests are logged and addressed promptly.
CRM Management: Utilize CRM tools to track customer interactions, update caller details, and maintain accurate records of inquiries and transfers.
Continuous Learning: Actively study the business model, seasonal trends, and new product lines to provide accurate information to callers and support the in-store team effectively.
Qualifications & Skills
Communication: Exceptional conversational skills in English, Hindi, and/or the local language.
Ability to speak clearly, listen actively, and build immediate rapport.
Technical Skills: Prior experience using CRM software and a valuable grasp of basic computer applications (MS Office, cataloging tools).
Experience: Background in customer support, sales support, or front-desk operations is a solid plus.
Personal Attributes
Curious Mindset: A natural desire to learn about our products, understand how the business works, and figure out how to best solve customer queries.
Good Intent: Driven by a genuine desire to help customers and support colleagues. Empathetic, patient, and positive.
Detail-Oriented: Keen eye for detail, especially when helping prepare product catalogs and entering data into the CRM.