Telecaller

Madanah Industries Pvt. Ltd.- MI Collect; Gurugram District; On-site; INR 180,000 - 240,000; Full time

Job summary

MI Collect, part of Madanah Industries Pvt. Ltd., is seeking a Telecaller for on-site work in Gurugram.

The role involves handling outbound and inbound calls to customers of financial institutions, performing reminder calls, follow-ups, and soft recovery conversations according to defined frameworks. You will document call outcomes in the CRM, use multiple communication channels as required, maintain professional and compliant conduct, and meet daily and monthly call and collection targets.

Qualifications

• Strong communication and interpersonal skills with clear spoken English and Hindi.
• Customer service orientation and ability to handle objections politely.
• Familiarity with CRM tools and data entry with confidentiality.
• Ability to manage time and meet daily productivity and collection targets.
• Attention to detail and adherence to scripts and regulatory guidelines.
• Prior telecalling/collections experience is an advantage but not mandatory.
• High school diploma or equivalent; commerce background preferred.

Responsibilities

• Make outbound and inbound calls to customers of financial institutions.
• Conduct reminder calls, follow-ups, and soft recovery conversations.
• Explain repayment details and update customers on outstanding amounts.
• Document call outcomes accurately in system tools/CRM.
• Escalate complex cases to the relevant team members as needed.
• Use multiple communication channels and maintain professional conduct.
• Meet daily and monthly call and collection targets; follow scripts.

Skills

Communication

Customer service

CRM tools

Call handling

Regulatory compliance

Time management

Education

High school diploma or equivalent

Commerce background preferred

Tools

CRM software

Calling software

Job description

Company Description MI Collect, a part of Madanah Industries Pvt. Ltd., is a collections and customer engagement partner for financial institutions, including NBFCs, fintech companies, and banks. The organization focuses on early-stage follow-ups, soft bucket recoveries, and ongoing customer engagement to strengthen repayment conversations and improve recovery outcomes. Its approach combines trained teams, structured calling frameworks, and multi-channel communication through calls, WhatsApp, SMS, and email. MI Collect emphasizes execution quality over volume, building disciplined processes that track performance and refine communication based on data and on-ground learning. The company operates with strong compliance and data security practices, ensuring responsible handling of customer information at all times.

Role Description This is a full-time, on-site Telecaller role based in Gurugram. The Telecaller will handle outbound and inbound calls to customers of financial institutions, conducting reminder calls, follow-ups, and soft recovery conversations in line with defined calling frameworks. Responsibilities include explaining repayment details, updating customers on outstanding amounts, documenting call outcomes accurately in system tools, and escalating complex cases to the relevant team members. The role involves using multiple communication channels where required, maintaining professional and compliant conduct on every interaction, and meeting daily and monthly call and collection targets. The Telecaller will collaborate with supervisors to improve call quality, follow scripts and guidelines, and participate in ongoing training to enhance customer engagement and negotiation skills.

Qualifications

• Strong communication and interpersonal skills, including clear spoken English and Hindi (or regional languages as required), active listening, and confident phone presence.
• Customer service and engagement skills, with the ability to handle objections, maintain a professional tone, and build rapport while discussing payments and resolutions.
• Basic computer and data handling skills, including using calling software or CRM tools, entering call notes accurately, and following data security and confidentiality protocols.
• Time management and organizational abilities, such as managing call queues, prioritizing follow-ups, and working efficiently to meet daily productivity and collection targets.
• Attention to detail and compliance orientation, with the capacity to follow scripts, regulatory guidelines, and internal policies on customer communication and documentation.
• Prior experience in telecalling, collections, customer support, or call center roles in financial services or related sectors is an advantage but not mandatory.
• Minimum educational qualification: high school diploma or equivalent; higher education in commerce, business, or related fields is preferred.
• Ability to work on-site in Gurugram in a structured, target-driven environment and collaborate effectively with supervisors and team members.