BPO Telecaller

2 days ago

Noida, Uttar Pradesh, India Superhindglobal Full time ₹ 2,00,000 - ₹ 6,00,000 per year


Job Summary:

The BPO Telecaller is responsible for handling inbound and outbound calls, addressing customer inquiries, providing support, and ensuring customer satisfaction. The role requires excellent communication skills, a customer-centric approach, and the ability to meet targets while maintaining professionalism in all interactions.

Key Responsibilities:

  1. Inbound and Outbound Calls:

    • Make outbound calls for sales, marketing, or customer service purposes.
    • Answer inbound calls and address customer inquiries in a professional and courteous manner.

  2. Customer Support:

    • Provide information on products/services to customers.
    • Resolve customer queries related to orders, services, and complaints.
    • Maintain a positive and helpful tone while dealing with customers.

  3. Data Entry and Record Keeping:

    • Accurately log customer information and interactions into the system.
    • Update customer details, service requests, and feedback in the database.

  4. Sales and Upselling:

    • Promote company products/services during calls to achieve sales targets.
    • Cross-sell or upsell products based on customer needs.

  5. Troubleshooting:

    • Identify and escalate unresolved customer issues to senior support staff or supervisors.
    • Provide solutions to customer issues by understanding their needs and following company protocols.

  6. Quality Assurance:

    • Adhere to company policies, procedures, and guidelines.
    • Ensure calls meet quality standards by maintaining accuracy and professionalism.
    • Monitor performance metrics such as call duration, customer satisfaction, and sales conversion rates.

  7. Feedback Collection:

    • Gather customer feedback to improve service delivery and customer experience.
    • Report any product or service concerns that customers may have.
Required Skills and Qualifications:
  • Education: High school diploma, undergraduate degree preferred.
  • Experience: Prior experience in a telecalling or customer service role is a plus.
  • Communication: Excellent verbal communication skills, with the ability to engage and build rapport with customers.
  • Customer Service Skills: Strong problem-solving abilities and a customer-focused attitude.
  • Computer Proficiency: Basic knowledge of computers, MS Office, and customer management software.
  • Multitasking: Ability to handle multiple calls and customer queries simultaneously.
  • Language Skills: Fluency in [Insert language(s)] is required. Proficiency in additional languages is a plus.
Desired Qualities:
  • Positive attitude and patience when dealing with customer queries.
  • Target-oriented with the ability to meet deadlines.
  • Ability to work in a fast-paced environment.
  • Good listening skills and attention to detail.
  • Adaptability to various shifts and working hours.
Work Environment:
  • Typically office-based or remote, depending on the company.
  • The position may require working in shifts, including evenings, weekends, or holidays.
Compensation:
  • Competitive salary, with incentives based on performance.
  • Health and wellness benefits.
  • Opportunities for career advancement.

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