Customer Support Executive

Shri Ramswaroop Memorial University; Lucknow; On-site; INR 240,000 - 360,000; Full time

Job summary

Shri Ramswaroop Memorial University in Lucknow is seeking a confident Telecaller / Customer Support Executive to handle calls, understand requirements, provide information about IT services, and maintain positive client relationships.

You will follow up with leads through calls, WhatsApp or email, update CRM records, coordinate with internal teams, and schedule consultations to help convert inquiries into opportunities.

Qualifications

• Excellent verbal communication skills.
• Good Hindi and English communication skills.
• Confident and polite telephone etiquette.
• Good listening and convincing skills.
• Basic knowledge of computers, MS Office, email, and CRM tools.
• Minimum 2 years of experience in telecalling or customer support.

Responsibilities

• Make and receive calls from customers and prospective clients.
• Understand customer requirements and provide appropriate information about IT services.
• Explain company services, solutions, and processes clearly to customers.
• Follow up with leads, prospects, and existing customers through calls, WhatsApp, or email.
• Handle customer queries, concerns, and complaints professionally.
• Generate and maintain leads and update customer information in CRM/records.
• Coordinate with internal teams to resolve customer requirements and issues.
• Schedule meetings or consultations with potential clients when required.
• Maintain daily call records, follow-up reports, and customer details.
• Achieve assigned calling, follow-up, and customer-support targets.
• Maintain professional communication and a positive relationship with customers.

Skills

Verbal communication

Hindi & English communication

Telephone etiquette

Listening & persuasion

CRM tools / MS Office

Tools

CRM tools

MS Office

Job description

Job Description Telecaller / Customer Support Executive

Department: Customer Support / Business Development
Position: Telecaller / Customer Support Executive
Employment Type: Full-Time
Experience: 02 Years
Location: [Lucknow]

Job Summary

We are looking for a confident and customer-focused Telecaller / Customer Support Executive to handle customer calls, understand their requirements, provide information about our IT consultancy services, and maintain positive relationships with clients.

Key Responsibilities

• Make and receive calls from customers and prospective clients.
• Understand customer requirements and provide appropriate information about IT services.
• Explain company services, solutions, and processes clearly to customers.
• Follow up with leads, prospects, and existing customers through calls, WhatsApp, or email.
• Handle customer queries, concerns, and complaints professionally.
• Generate and maintain leads and update customer information in CRM/records.
• Coordinate with internal teams to resolve customer requirements and issues.
• Schedule meetings or consultations with potential clients when required.
• Maintain daily call records, follow-up reports, and customer details.
• Achieve assigned calling, follow-up, and customer-support targets.
• Maintain professional communication and a positive relationship with customers.

Required Skills

• Excellent verbal communication skills.
• Good Hindi and English communication skills.
• Confident and polite telephone etiquette.
• Good listening and convincing skills.
• Basic knowledge of computers, MS Office, email, and CRM tools.

Key Performance Indicators (KPIs)

• Number of calls handled/made per day.
• Lead follow-up and conversion rate.
• Customer response and satisfaction.
• Timely follow-up of leads and enquiries.
• Number of qualified leads generated.
• Meeting/consultation appointments scheduled.
• Accuracy and timely updating of customer/CRM records.
• Achievement of assigned monthly targets.