Job Title: Telecaller / Customer Experience Executive : Location : AAA House 64, near Modi Mill, Okhla Phase III, Okhla Industrial Estate

- Department : Customer Experience / Operations

- Job Summary : We are seeking a proactive and customer-focused Telecaller to manage inbound and outbound communications, handle leads efficiently, and ensure a high-quality customer experience across calls and digital platforms. The role requires strong communication skills, adherence to SOPs, and a results-driven approach to achieve productivity and conversion targets.

- Key Responsibilities : 1. Call Handling & Efficiency :

- Handle incoming calls promptly with mínimal wait time.
- Make outbound calls as per daily targets and defined protocols.
- Maintain required login hours in line with operational guidelines.
- Ensure consistent call quality with a positive and engaging tone.

2. Customer Communication & Experience :

- Deliver clear, empathetic, and effective communication in every interaction.
- Understand customer needs through active listening and provide appropriate solutions.
- Ensure accurate information sharing to guide customers effectively.
- Strive to convert interactions into successful closures or positive experiences.

3. Lead Management & Follow-Up :

- Respond to fresh leads within defined timelines (First Call Time compliance).
- Perform minimum required follow-ups as per SOP.
- Accurately update and dispose leads in the LMS system.
- Ensure correct transfer and assignment of verified leads to respective centres.

4.



WhatsApp & Digital Communication :

- Manage WhatsApp and chat-based interactions promptly.
- Maintain professionalism, clarity, and responsiveness in written communication.
- Provide timely assistance and maintain a customer-friendly tone.

5. Productivity & Reporting :

- Achieve daily and monthly targets related to call attempts, connections, and lead handling.
- Maintain and submit Daily Productivity Reports accurately and on time.
- Monitor individual performance metrics and work towards continuous improvement.

6. Compliance & SOP Adherence :

- Strictly follow SOPs, call scripts, and lead management protocols.
- Ensure 100% accuracy in LMS updates and data handling.
- Adhere to quality standards and incorporate feedback from audits.

7. Team Collaboration & Professional Conduct :

- Coordinate effectively with team leaders and centre teams for smooth operations.
- Maintain punctuality, discipline, and professional behavior.
- Actively participate in training, coaching, and skill development sessions.

Key Skills & Requirements :

- Excellent verbal and written communication skills
- Robust interpersonal and persuasion abilities
- Basic computer knowledge and CRM/LMS familiarity
- Ability to multitask and work in a target-driven environment
- Positive attitude and customer-centric mindset

Preferred Qualifications :

- Graduate in any discipline
- Prior experience in telecalling, customer support, or sales (preferred but not mandatory)

**Salary Range: 20K - 30K

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