Call Centre Executive

Key Responsibilities

• Inbound and Outbound Calling
• Handle inbound calls from customers, dealers, channel partners, and prospective buyers, addressing their queries and requirements professionally.
• Make outbound calls to new and existing leads to understand customer requirements, project locations, project types, and purchase intent.
• Follow up on pending enquiries, customer requests, and prospective leads to ensure timely action and closure.
• Conduct customer feedback and satisfaction calls, wherever required.
• Lead Management and Sales Coordination
• Qualify leads based on customer requirements, location, project type, and business potential.
• Assign and route qualified leads to the respective Zone/Regional teams and Sales Executives.
• Coordinate with field sales teams to track lead status, site visits, customer feedback, and conversion progress.
• Follow up on pending and aged leads to minimize lead drop-offs and support sales conversions.
• Escalate unresolved customer queries and complaints to the concerned departments for timely resolution.
• CRM Management and Documentation
• Record all call outcomes, customer interactions, remarks, lead status, and follow-up dates accurately in the Lead Vision CRM.
• Maintain updated customer records and ensure proper documentation of enquiries, complaints, and service requests.
• Ensure data accuracy, timely CRM updates, and adherence to the defined lead management process.
• Reporting and Performance Management
• Maintain daily call logs and prepare daily/weekly MIS reports on calls, lead status, follow-ups, and qualified leads.
• Track pending enquiries and follow-up commitments to ensure timely action.
• Meet defined targets for call volumes, lead connectivity, lead qualification, and follow-up compliance.
• Customer Communication
• Communicate company products, brand information, and relevant product details clearly and professionally.
• Maintain professional relationships with customers, dealers, and channel partners.
• Demonstrate good telephone etiquette, active listening, and problem-solving skills while handling customer queries.

Qualifications

• Graduate in any discipline; HSC candidates with relevant experience may also be considered.
• 0–3 years of experience in a call centre, tele-sales, lead management, or customer support role.
• Experience in building materials, tiles, retail, or a sales-oriented customer support environment will be preferred.

Skills Required

• Good communication skills in Hindi and English; Marathi proficiency is preferred.
• Strong listening, customer handling, and persuasion skills.
• Basic working knowledge of MS Excel, Word, Outlook, and internet applications.
• Experience using CRM tools or customer support portals.
• Good data entry accuracy, follow-up discipline, and organisational skills.
• Ability to handle customer complaints patiently and coordinate effectively with internal teams.
• Ability to work in a target-driven environment.