Telecaller (Sales & Customer Support)

About the Role

We are seeking a proactive and customer-focused Telecaller to become part of our team at Nandini Furnishings (OPC) Private Limited, based in Kolkata. This role blends sales and customer support duties, requiring the candidate to engage with prospective clients through outbound calls to foster business expansion, as well as to assist existing customers by addressing their inquiries and concerns efficiently.

Key Responsibilities

• Make outbound calls to potential customers using provided leads to promote our products and services, emphasizing salient benefits and features.
• Identify customers' needs, respond to preliminary queries, and generate qualified sales leads.
• Arrange appointments or follow-up calls for the sales team as required, striving to meet daily and monthly call targets.
• Handle inbound calls from existing customers related to service issues, billing, or general questions, providing accurate and timely solutions.
• Listen attentively to customer complaints, escalates complex problems to relevant departments, and ensures follow-up for thorough resolution and customer satisfaction.
• Maintain courteous, professional, and empathetic communication at all times.
• Update customer details, call records, and support tickets accurately in the CRM system.
• Monitor call outcomes and organize leads for future interactions.
• Provide insights and feedback to supervisors about recurring customer issues and market trends identified during calls.

Required Qualifications & Experience

• Minimum education level: High school diploma or GED; bachelor's degree is advantageous.
• Professional experience of 1 to 3 years as a Telecaller, Inside Sales Representative, or Customer Support Executive, with hands-on experience managing both outbound and inbound calls preferred.

Essential Skills & Attributes

• Excellent verbal and written communication skills in the relevant language (e.g., English or Hindi).
• Strong listening abilities, empathy, negotiation skills, and a customer-oriented attitude.
• Proficiency in CRM tools such as Salesforce, HubSpot, or Zoho, and familiarity with cloud telephony platforms like Exotel or Ameyo is highly beneficial.
• High emotional intelligence, patience, resilience to rejection, and a problem-solving approach to customer interactions.