Customer Service Coordinator

Smashit Sporting Concepts Llp; Delhi Cantonment; On-site; INR 246,000 - 335,000; Full time

Job summary

Smashit Sporting Concepts Llp is seeking a Customer Service Coordinator to drive outbound lead conversion for our academy programs and to manage the day-to-day engagement of our sports pickup games community. This desk-based, full-time role thrives on high daily call volumes and WhatsApp-first communication.

You will be the first voice prospects hear, handle 150–200 calls per day, maintain CRM notes, manage WhatsApp groups, and report weekly on performance.

Qualifications

• Graduate in any discipline.
• 1–3 years in telesales, telecalling, inside sales, or community management.
• Fluent in English and Hindi.
• Comfort with high daily call volumes (150–200 calls/day).
• Proficient with WhatsApp and basic CRM use.

Responsibilities

• Outbound Telecalling & Lead Conversion: make 150–200 outbound calls per day, clearly communicate program details, handle follow-ups, update CRM, flag promising leads, and meet targets.
• WhatsApp Sports Community Management: manage player WhatsApp groups, share schedules and updates, handle queries, and celebrate milestones.
• Coordination & Reporting: share weekly reports on call volume, conversions, and sign-ups; report to Operations Head on performance and resourcing.

Skills

Outbound calling

Lead conversion

Communication (English & Hindi)

Self-motivated

Community management

Education

Graduated (any discipline)

Tools

WhatsApp

Google Sheets

CRM tools

Job description

About the Role

We are looking for a Customer service coordinator to drive outbound lead conversion for our academy programs and to own the day-to-day engagement of our sports pickup games community. This is a desk-based, full-time role for someone who thrives on the phone, is comfortable with high daily call volumes, and can independently run a WhatsApp-first community without hand-holding. You'll be the first voice prospects hear and the steady presence our players message every week.

Compensation upto 22000 to 30,000 per month

Key Responsibilities

1. Outbound Telecalling & Lead Conversion

• Make 150200 outbound calls per day to prospective academy leads and community prospects.
• Clearly communicate academy program details, schedules, and pricing to prospects.
• Handle lead follow-ups and basic query handling with a solution-first approach.
• Maintain accurate, complete call notes and update lead records on shared trackers/CRM after every interaction.
• Flag promising or conversion-ready leads to the Academies Manager / Operations Head for further follow-up.
• Consistently work toward daily and weekly calling and conversion targets.

2. WhatsApp Sports Community Management

• Own and manage player WhatsApp groups share weekly schedules, slot reminders, and game updates.
• Keep the community engaged with new game formats, polls, challenges, and activity updates.
• Be the go-to point of contact for player queries, feedback, and requests.
• Celebrate community milestones — standout players, regulars, and special game days.

3. Coordination & Reporting

• Share weekly reports on call volume, conversions, community engagement, and new sign-ups.
• Report to the Operations Head on performance, escalations, and resourcing needs.

Key Performance Indicators (KPIs)

• Daily/weekly outbound call volume (150–200 calls/day) and connect rate.
• Lead conversion rate and quality of qualified leads generated.
• Completeness and accuracy of call notes and CRM/tracker updates.
• WhatsApp community engagement — response rates, active members, poll/challenge participation.
• New sign-ups driven through community initiatives.
• Zero missed follow-ups or unresolved escalations.

Who We're Looking For

• Graduate in any discipline.
• 1–3 years of experience in telesales, telecalling, inside sales, or community management.
• Proven comfort handling high daily call volumes (150–200 calls/day).
• Highly self-motivated and proactive — able to work independently with minimal supervision.
• Strong verbal and written communication in English and Hindi.
• Genuine interest in sports and community building is a strong plus.
• Proficient in WhatsApp, Google Sheets, and basic CRM or calling tools.

What We Offer

• A vibrant, sports-first work culture with passionate teammates.
• Opportunity to grow with a fast-scaling sports community platform.
• Hands‑on exposure to telesales, community building, and ground‑level sports operations.
• Performance‑based incentives and recognition for top performers.