Telecaller Job

Key Responsibilities:

a. Customer Interaction:
1. Handle inbound and outbound calls, emails, and chat inquiries from customers.
2. Address customer inquiries, complaints, and requests in a professional and timely manner.
3. Provide accurate information regarding products, services, and policies.

b. Problem Resolution:
1. Resolve customer issues efficiently and effectively, ensuring customer satisfaction.
2. Escalate complex issues to higher-level support or relevant departments when necessary.
3. Follow up with customers to ensure their issues are fully resolved.

c. Product Knowledge:
1. Maintain a thorough understanding of the company's products and services.
2. Keep updated with any changes or new product launches.
3. Educate customers on product features and benefits.

d. Customer Feedback:
1. Collect and document customer feedback to help improve products, services, and customer experience.
2. Communicate recurring issues and potential improvements to management.

e. Documentation and Reporting:
1. Record customer interactions and transactions accurately in the company s CRM system.
2. Generate reports on customer service activities, performance metrics, and trends.
3. Maintain and update customer records.

f. Team Collaboration:
1. Work closely with other departments (e.g., sales, technical support, billing) to resolve customer issues.
2. Participate in team meetings and training sessions to stay informed about new products and procedures.

g. Customer Retention:

1. Engage with customers to build strong relationships and loyalty.
2. Implement strategies to retain customers and reduce churn rates.

h. Quality Assurance:
1. Adhere to company policies, procedures, and quality standards.
2. Continuously strive to improve service quality and efficiency.

i. Technical Support:
1. Provide basic technical support and troubleshooting for products and services.
2. Guide customers through technical processes and help them resolve technical issues.

j. Sales Support:
1. Assist with upselling and cross-selling products and services when appropriate.
2. Inform customers about promotions, offers, and new products.

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