BPO Telecaller

Superhindglobal; Dadri; Hybrid; INR 180,000 - 240,000; Full time

Job summary

Superhindglobal is seeking a BPO Telecaller to handle inbound and outbound calls, addressing customer inquiries and providing support. The role emphasizes a customer-centric approach and meeting targets while maintaining professionalism.

The position involves data entry, logging interactions, and upselling products, with shifts and potential remote work depending on the company. A strong communication skill set is essential for success.

Qualifications

• Experience in telecalling or customer service is advantageous.
• Excellent verbal communication and rapport-building skills.
• Strong problem-solving and customer-focused approach.
• Basic computer skills with MS Office and CRM familiarity.
• Ability to handle multiple calls and queries simultaneously.
• Fluency in the required language; additional languages are a plus.

Responsibilities

• Handle inbound and outbound calls to address customer inquiries.
• Provide product and service information and resolve issues.
• Log interactions accurately in the CRM and update records.
• Promote products and upsell where appropriate.
• Identify unresolved issues and escalate to supervisors.
• Maintain call quality and adhere to company guidelines.
• Collect customer feedback to improve service delivery.

Skills

Telecalling

Communication

Customer service

Computer literacy

Multitasking

Language skills

Job description

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:

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.

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.

Data Entry and Record Keeping:

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

Sales and Upselling:

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

Troubleshooting:

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

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.

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:

• 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.
• 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.