Customer Support Executive

Job Description Telecaller / Customer Support Executive

Department: Customer Support / Business Development
Position: Telecaller / Customer Support Executive
Employment Type: Full-Time
Experience: 02 Years
Location: [Lucknow]

Job Summary

We are looking for a confident and customer-focused Telecaller / Customer Support Executive to handle customer calls, understand their requirements, provide information about our IT consultancy services, and maintain positive relationships with clients.

Key Responsibilities

• Make and receive calls from customers and prospective clients.
• Understand customer requirements and provide appropriate information about IT services.
• Explain company services, solutions, and processes clearly to customers.
• Follow up with leads, prospects, and existing customers through calls, WhatsApp, or email.
• Handle customer queries, concerns, and complaints professionally.
• Generate and maintain leads and update customer information in CRM/records.
• Coordinate with internal teams to resolve customer requirements and issues.
• Schedule meetings or consultations with potential clients when required.
• Maintain daily call records, follow-up reports, and customer details.
• Achieve assigned calling, follow-up, and customer-support targets.
• Maintain professional communication and a positive relationship with customers.

Required Skills

• Excellent verbal communication skills.
• Good Hindi and English communication skills.
• Confident and polite telephone etiquette.
• Good listening and convincing skills.
• Basic knowledge of computers, MS Office, email, and CRM tools.

Key Performance Indicators (KPIs)

• Number of calls handled/made per day.
• Lead follow-up and conversion rate.
• Customer response and satisfaction.
• Timely follow-up of leads and enquiries.
• Number of qualified leads generated.
• Meeting/consultation appointments scheduled.
• Accuracy and timely updating of customer/CRM records.
• Achievement of assigned monthly targets.