Required Telecaller - Gurgaon

Key Responsibilities:

1. Collections Calling

• Make outbound calls to customers with overdue payments on loans, credit cards, subscriptions, or service bills.
• Remind customers of their due dates, discuss repayment options, and encourage prompt payment.
• Negotiate settlements or payment plans where applicable, in line with company policies.
• Follow up regularly with defaulters through calls, messages, or emails to ensure payment collection.
• Record collection status and reasons for delay accurately in the CRM or collections management system.

2. Customer Service Support

• Handle inbound and outbound calls related to customer service queries and complaints.
• Provide accurate information regarding products, services, billing, transactions, or account details.
• Resolve issues or escalate to relevant departments if necessary, ensuring timely resolution and customer satisfaction.
• Maintain a courteous and helpful attitude, even in challenging or high-pressure conversations.

3. Product Promotion & Cross-Selling

• Identify potential sales opportunities during customer interactions and promote appropriate products or services.
• Inform customers about current offers, upgrades, or new launches in services or financial products.
• Convince customers to try or buy value-added services, warranty packages, insurance, credit products, or recharges.
• Meet daily/weekly/monthly sales targets set by the team leader or manager.

4. Documentation & Reporting

• Maintain call logs, payment records, customer feedback, and transaction details accurately.
• Update CRM systems and dashboards with every interaction, ensuring proper data flow and tracking.
• Generate daily call summaries and submit reports on collections, service requests, or sales conversions.

5. Compliance & Process Adherence

• Adhere strictly to regulatory guidelines (such as RBI/SEBI for financial services) and company policies during interactions.
• Ensure all communication is within ethical boundaries and avoid any form of coercion during collection calls.
• Maintain confidentiality of customer data and follow cybersecurity protocols.