Telecaller

Customer Relationship Executive

Key Responsibilities

• Handle incoming and outgoing customer calls professionally and confidently.
• Resolve customer concerns, complaints, and queries over phone calls with a customer-first approach.
• Call customers for order confirmations, delivery-related issues, RTO prevention, and NDR cases.
• Coordinate with customers regarding exchanges, returns, refunds, and replacement requests.
• Contact customers when ordered products, colors, or sizes are unavailable and help them choose suitable alternatives.
• Build trust and maintain strong customer relationships through effective communication and problem-solving.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Handle customers who are refusing deliveries or considering cancellations and attempt to retain the order wherever possible.
• Assist customers with order tracking, shipping updates, and delivery concerns.
• Maintain accurate records of all customer conversations, resolutions, exchanges, returns, and refunds.
• Handle customer communication on WhatsApp and email whenever required.
• Coordinate with warehouse, logistics, and operations teams to ensure smooth issue resolution.
• Gather customer feedback during calls and share insights with management for continuous improvement.

Skills Required

• Excellent verbal communication skills in Hindi and English (Gujarati preferred).
• Strong persuasion, negotiation, and objection-handling abilities.
• Ability to stay calm and professional while handling difficult customers.
• Confident on phone calls and comfortable making a high volume of customer calls daily.
• Customer-centric mindset with strong problem-solving skills.
• Basic computer and WhatsApp handling knowledge.

Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• RTO Reduction Rate
• Issue Resolution Time
• Call Quality & Productivity
• Customer Retention Rate
• Exchange & Refund Resolution Accuracy
• Performance Indicators (KPIs)Customer Satisfaction Score (CSAT)
• RTO Reduction Rate
• Issue Resolution Time
• Call Quality & Productivity
• Customer Retention Rate
• Exchange & Refund Resolution Accuracy