Telecalling Executive

Swiggy; Bengaluru; Hybrid; INR 300,000 - 420,000; Full time

Job summary

Swiggy Bengaluru seeks an omnichannel support agent to handle calls and tickets, capture accurate information, and guide first-line resolutions. You will coordinate with internal teams, create and update tickets, and communicate clear next steps to brands.

Fluency in English and Hindi is preferred, with a willingness to work in a 24x7 rotational schedule and to participate in continuous improvement initiatives and knowledge-base updates.

Qualifications

• Experience handling omnichannel support via calls and tickets.
• Ability to capture accurate information and resolve basic queries.
• Willingness to work 24x7 rotational shifts.
• Fluency in English and Hindi preferred.

Responsibilities

• Handle calls and tickets across omnichannel support.
• Verify details, create/update tickets, and provide first-level guidance.
• Route requests to internal owners with clear summaries.
• Escalate urgent issues and track progress with updates.
• Document resolutions and hand over open cases clearly.
• Identify recurring issues and contribute to knowledge base improvements.

Skills

English language

Hindi language

Communication skills

Tools

Ticketing system

CRM

Knowledge base

Job description

This role would require you to work from the office three days a week.

Role Purpose

Handle both calls and tickets as part of a single omnichannel support role. Capture the right information, resolve queries where possible, create or update tickets, coordinate with internal teams, keep brands informed, and close requests only after resolution is confirmed.

Key Responsibilities

Call and ticket handling

Handle inbound calls across 24x7 rotational shifts, including weekends and holidays as per roster.

Manage assigned tickets from the shared mailbox and ticketing system within defined response windows.

Verify brand name, vendor code, contact details, business category, brand type, issue details, and supporting documents.

Listen carefully, ask relevant questions, identify the issue category, and provide accurate first-level guidance using SOPs, FAQs, templates, and support tools.

Create tickets for new call queries and update existing tickets for follow-ups, with clear notes and references.

Communicate ticket details, next steps, required information, and expected turnaround times.

Routing and escalation

Categorize and prioritize queries across onboarding, PO, supply, inventory, appointments, warehouse, catalog, access, finance, ads, and technology.

Route requests to the correct internal owner with a clear summary, business impact, evidence, and required details such as SKU, PO, GRN, invoice, vendor code, or screenshot.

Escalate urgent or business-impacting issues through the defined priority and escalation process.

Track internal dependencies, follow up proactively, and provide progress updates when timelines change.

Resolution and ownership

Resolve straightforward queries at first contact or first response wherever possible.

Validate resolutions and communicate outcomes clearly to the brand.

Do not close a ticket merely because it has been reassigned; continue follow-up until the issue is resolved and communicated.

Reopen or continue working on cases where the issue persists or the resolution is incomplete.

Complete accurate documentation and clear shift handovers for all open cases.

Fluency in English and Hindi is preferred; additional regional languages are an advantage.

Continuous improvement

Identify recurring issues, process gaps, knowledge gaps, and tooling problems.

Contribute to SOP, FAQ, template, disposition, and knowledge-base improvements.

Participate in training, calibration, quality audits, queue reviews, backlog reduction, and process improvement initiatives.

Success Measures

The agent handles calls and tickets confidently without loss of context or ownership.

Brands receive accurate answers, clear next steps, realistic timelines, and timely updates.

Calls generate complete tickets, and tickets are correctly categorized, prioritized, and routed.

Straightforward issues are resolved quickly, while ageing and escalated cases are actively managed.

Requests are closed only after confirmed resolution, with complete documentation.

Recurring issues are converted into process, product, or knowledge improvements.