Customer Experience Executive

Berkowits Hair & Skin Clinics; Delhi; On-site; INR 167,400 - 279,000; Full time

Job summary

A leading skin clinic in Delhi is seeking a Telecaller to handle incoming and outgoing calls, ensuring prompt responses and high-quality service. The ideal candidate should possess excellent communication skills, empathy, and a positive attitude. Responsibilities include adhering to call handling protocols, managing WhatsApp communications, achieving call targets, and maintaining compliance with standard operating procedures. This role offers an opportunity to contribute to customer satisfaction and team coordination.

Responsibilities

• Ensure prompt answering of incoming calls with minimal wait time.
• Make outgoing calls as per daily targets and protocol.
• Maintain minimum login hours as defined by operations.
• Achieve consistent call quality with a pleasant voice.
• Demonstrate clear communication, empathy, and active listening.
• Adhere to response time guidelines for fresh leads.
• Make the minimum required call attempts as per SOP.
• Handle WhatsApp chats promptly and professionally.
• Achieve daily and monthly call attempt targets.
• Submit Daily Productivity Reports accurately and on time.
• Follow all SOPs and maintain data accuracy.
• Coordinate effectively with team leaders and centers.

Skills

Clear communication

Empathy

Active listening

Positive attitude

Compliance with SOPs

Job description

KRA for Telecallers

Call Handling Efficiency

Ensure prompt answering of incoming calls with minimal wait time.

Make outgoing calls as per daily targets and protocol.

Maintain minimum login hours as defined by operations.

Achieve consistent call quality with a pleasant, happy voice and positive approach.

Communication & Customer Experience

Demonstrate clear communication, empathy, and active listening on every interaction.

Maintain a positive attitude to convert conversations into successful closures or satisfied customers.

Provide accurate information and ensure every customer feels well-guided.

Lead Response & Follow-Up

Adhere to response time guidelines for fresh leads (First Call Time / immediate attempts).

Make the minimum required call attempts as per SOP for each lead.

Dispose leads correctly and timely in the LMS following SOPs.

Ensure all verified calls are transferred to the correct centres and properly assigned in the LMS.

WhatsApp & Digital Communication

Handle WhatsApp chats promptly, ensuring quick responses and helpful guidance.

Maintain politeness, clarity, and professional tone in all chat interactions.

Productivity & Reporting

Achieve daily and monthly call attempt targets, connection targets, and lead handling KPIs.

Submit Daily Productivity Reports accurately and on time.

Track personal performance against KPIs and work towards continuous improvement.

Compliance & SOP Adherence

Follow all SOPs, scripts, call dispositions, and lead assignment protocols without deviation.

Maintain data accuracy and ensure zero errors in LMS updating.

Maintain compliance with quality audits and feedback shared by the Quality Team.

Team Coordination & Professional Conduct

Coordinate effectively with team leaders and centres for smoother call transfers and lead closures.

Maintain professional behaviour, punctuality, and reliability.

Participate in training and coaching sessions to improve skills.