Call Centre Executive

NITCO; Mumbai; On-site; INR 250,000 - 420,000; Full time

Job summary

NITCO is seeking a proactive Call Centre Executive in Mumbai to manage inbound/outbound calls, qualify sales leads, and coordinate with field sales teams. The role includes maintaining CRM records, timely follow-ups, and supporting lead conversion while delivering a positive customer experience.

Ideal candidates have 0-3 years in call centre or sales-support roles, with good communication in Hindi and English and familiarity with CRM tools. Knowledge of MS Excel and Outlook is a plus.

Qualifications

• Graduate in any discipline; HSC candidates with relevant experience may be considered.
• 0-3 years of experience in call centre, tele-sales, lead management or customer support.
• Experience in building materials, tiles, retail or sales-oriented customer support preferred.

Responsibilities

• Handle inbound calls from customers, dealers, channel partners, and prospective buyers.
• Make outbound calls to new and existing leads to understand requirements and purchase intent.
• Qualify leads based on requirements, location, project type, and potential.
• Coordinate with field sales teams to track lead status, site visits, and conversions.
• Record all call outcomes and follow-ups accurately in the CRM.
• Maintain updated customer records and ensure documentation of enquiries and complaints.

Skills

Inbound and outbound calling

Lead qualification

Customer support

Sales coordination

Communication in Hindi & English

Education

Graduate in any discipline

Tools

CRM Tools

MS Excel

MS Word/Outlook

Job description

Role Summary

We are looking for a proactive and customer-focused Call Centre Executive to manage inbound and outbound calls, qualify sales leads, follow up on customer enquiries, and coordinate with field sales teams. The role involves maintaining accurate lead records in the CRM, ensuring timely follow-ups, and supporting lead conversion while delivering a positive customer experience.

Key Responsibilities

1. Inbound and Outbound Calling

• Handle inbound calls from customers, dealers, channel partners, and prospective buyers, addressing their queries and requirements professionally.
• Make outbound calls to new and existing leads to understand customer requirements, project locations, project types, and purchase intent.
• Follow up on pending enquiries, customer requests, and prospective leads to ensure timely action and closure.
• Conduct customer feedback and satisfaction calls, wherever required.

2. Lead Management and Sales Coordination

• Qualify leads based on customer requirements, location, project type, and business potential.
• Assign and route qualified leads to the respective Zone/Regional teams and Sales Executives.
• Coordinate with field sales teams to track lead status, site visits, customer feedback, and conversion progress.
• Follow up on pending and aged leads to minimize lead drop-offs and support sales conversions.
• Escalate unresolved customer queries and complaints to the concerned departments for timely resolution.

3. CRM Management and Documentation

• Record all call outcomes, customer interactions, remarks, lead status, and follow-up dates accurately in the Lead Vision CRM.
• Maintain updated customer records and ensure proper documentation of enquiries, complaints, and service requests.
• Ensure data accuracy, timely CRM updates, and adherence to the defined lead management process.

4. Reporting and Performance Management

• Maintain daily call logs and prepare daily/weekly MIS reports on calls, lead status, follow-ups, and qualified leads.
• Track pending enquiries and follow-up commitments to ensure timely action.
• Meet defined targets for call volumes, lead connectivity, lead qualification, and follow-up compliance.

5. Customer Communication

• Communicate company products, brand information, and relevant product details clearly and professionally.
• Maintain professional relationships with customers, dealers, and channel partners.
• Demonstrate good telephone etiquette, active listening, and problem-solving skills while handling customer queries.

Qualifications and Experience

• Graduate in any discipline; HSC candidates with relevant experience may also be considered.
• 0-3 years of experience in a call centre, tele-sales, lead management, or customer support role.
• Experience in building materials, tiles, retail, or a sales-oriented customer support environment will be preferred.

Skills Required

• Good communication skills in Hindi and English; Marathi proficiency is preferred.
• Strong listening, customer handling, and persuasion skills.
• Basic working knowledge of MS Excel, Word, Outlook, and internet applications.
• Experience using CRM tools or customer support portals.
• Good data entry accuracy, follow-up discipline, and organisational skills.
• Ability to handle customer complaints patiently and coordinate effectively with internal teams.
• Ability to work in a target-driven environment.

Key Performance Indicators (KPIs)

• Number of calls made and handled per day.
• Lead connect and qualification rate.
• Timeliness and compliance of lead follow-ups.
• Accuracy and completeness of CRM records.
• Timely routing of qualified leads to the respective sales teams.
• Follow-up and closure of pending enquiries.
• Quality of customer interaction and coordination with field sales teams.

Skills

• Lead Management
• Inbound and Outbound Calling
• Lead Qualification
• Customer Support
• Sales Coordination