Telecaller

**Telecaller
- HP, Avanti Fellows**

**Position Summary**:
Our company is looking for a passionate and talented individual to join our student support team as a
Telecaller.

As a Telecaller, you will be responsible for answering phone calls and resolving parents/students complaints promptly. You will also be responsible for onboarding students and parents.

To succeed in this role, you should possess excellent communication skills with the ability to solve complex problems effectively. Prior experience working as a Telecaller/customer support or a similar role will be an added advantage for this position.

**Key responsibilities include, but are not limited to**:

- Achieving calling targets set by the organization.
- Identifying a customer’s requirements and needs.
- Communicating with customers via calls and messages.
- Providing information to the customer about the products.
- Building a healthy relationship with the customers.
- Managing all the incoming calls and messages.
- Handling customer complaints calmly and professionally.
- Resolving customer complaints and queries.
- Maintaining customer interaction records for future reference.
- Following up with the customer as and when required.
- Collecting feedback from the customer.
- Making use of helpdesk software.
- Providing excellent customer service and satisfaction.
- Following all the rules and regulations of the company.

**Requirements**:
Bachelor’s degree or high school diploma.
- Proven work experience as a Telecaller, Customer Support or a similar position in the

Customer service department.
- Excellent verbal and written communication skills in languages such as Hindi, English,

Haryanvi etc.
- Outstanding experience in dealing with different personalities.
- Proficiency in Customer Relationship Management software such as ZOHO, Salesforce,

Leadsquared etc.
- Excellent phone etiquette and active listening skills.
- Ability to meet deadlines.
- Excellent decision-making abilities.
- Ability to deal with stressful situations.
- Demonstrate ability to manage multiple projects at the same time.
- Customer-oriented individual and an outstanding problem-solver.
- Strong negotiation skills.
- Good numerical abilities.
- A keen eye for details.
- Ability to work independently with mínimal supervision.

**Salary Details**:Commensurate with experience

**Location**:Himachal Pradesh (currently remote)

**About Avanti Fellows**:
Avanti runs one of India’s largest system-wide interventions for Math and Science learning in government schools. Avanti uses the power of blended-learning, technology, and peer-instruction to create programs that are able to deliver consistent outcomes in low-resource settings.

**Avanti’s JNV Program**:This program supports students at the Jawahar Navodaya Vidyalaya Schools
(JNVs) to prepare for high-stakes college entrance exams. Avanti sets up after-school programs in collaboration with school teachers that focus on additional test-prep for college entrance exams.
Students going through the Avanti JNV program are twice as likely to be able to secure a position in professional colleges. In 2020, 60% of Avanti’s students qualified for the national engineering exam
(JEE Main), compared to a national average of 34%.

**Avanti’s Sankalp Program**:Over the past 2 years, Avanti has been running a large system change project in Haryana. The project covers 160 intervention schools, where teachers were provided with technology and content to teach Mathematics and Science in Grade 9-12. In addition, Avanti monitors progress through a team of program managers and through the assistance of government officials.

**Avanti’s Ghar Pe School Program**:Last year, in the wake of COVID-19, Avanti coordinated a multi-state at-home learning intervention for government school students called GharPeSchool. In this program, Avanti prepared daily Math and Science lessons that were shared with teachers through the state’s education dept’s channel. This year, Avanti will continue this project in Haryana with an additional component of live classes and also expand this work to support secondary schools in the state of Delhi.

**Our Values**:
**Agility **We are flexible. We keep it simple. When circumstances change, we respond quickly and effectively.

**Accountability **We think and make decisions by asking ourselves, "What would I do if this was my organization?". We take full ownership of our actions and our results.

**Ambition **We have the courage to set audacious goals for students' life outcomes.

**Impact for the Child **Achieving meaningful life outcomes for students is at the center of what we do. We do this by seeing life through their perspective, working relentlessly to help them achieve progress and financial security.

**Learning Orientation **We believe we can improve ourselves continuously. We learn by seeking feedback from students, teachers and other stakeholders, analyzing data and reflecting on our own experi