Telecaller

Role Purpose:

The Telecaller will be responsible for calling Eveez franchise riders regarding pending payments, confirming payment status, taking payment commitments, coordinating with hub teams, and maintaining accurate payment follow-up records. The primary objective is to ensure timely rider payments and reduce payment outstanding across Eveez franchise hubs.

1. Daily Payment Follow-Up

• Call riders with pending or upcoming payments on a daily basis.
• Inform riders about their outstanding amount and payment due date.
• Explain the payment requirement clearly and professionally.
• Follow up with riders until the payment is completed.
• Prioritize overdue and high-value outstanding payments.

2. Payment Commitment Management

• Take a clear payment commitment from riders who have pending payments.
• Record rider name, rider ID, hub, franchise, outstanding amount, promised payment amount, promised payment date and reason for delay.
• Follow up again on the committed date if payment has not been received.

3. Payment Confirmation

• Confirm with the rider once payment has been made.
• Check payment status through the available payment system/dashboard.
• Coordinate with the hub team if payment is made through cash or another offline method.
• Do not mark a payment as completed without proper confirmation or record.

4. Coordination with Hub Teams

• Coordinate with Hub Operations/Franchise teams regarding pending rider payments.
• Share the list of riders who have not responded to calls.
• Inform the hub team about riders who have committed to a payment date.
• Escalate repeated non-payment cases to the concerned Operations Manager.
• Coordinate for further recovery action wherever required.

5. Daily Payment Tracker

• Maintain an updated tracker covering riders contacted, successful calls, no-response cases, total outstanding amount, amount committed, amount collected, pending amount, payment commitment date, follow-up status and reason for non-payment.
• Keep rider-wise and hub-wise payment follow-up records updated.

6. Recovery Escalation

• Escalate cases where a rider repeatedly does not answer calls.
• Escalate repeated broken payment commitments.
• Escalate refusal to make payment or significant outstanding amounts.
• Escalate cases where a rider has stopped using/returned the vehicle but has pending dues.
• Escalate payment disputes and mismatches between rider information and company records.
• Do not independently approve discounts, waive dues, change outstanding amounts or make financial adjustments.

7. Payment & Data Accuracy

• Maintain accurate records of every payment conversation.
• Never report a payment as collected without confirmation.
• Immediately report mismatches between rider information and dashboard/payment records.
• Highlight unusual payment patterns or discrepancies to the Reporting/Operations Manager.
• Maintain proper documentation of payment-related communication.

8. Rider Communication

• Communicate professionally and respectfully with riders.
• Clearly explain outstanding payments and payment requirements.
• Listen to genuine rider concerns and understand payment-related issues.
• Provide the correct payment information/process.
• Avoid arguments or inappropriate language.
• Escalate disputes to the appropriate Operations team.

9. Daily Reporting

• Submit a daily payment collection report to the Reporting/Operations Manager.
• Report total riders assigned, riders contacted, no-response riders, total outstanding, payment collected, payment commitments, pending amount, escalated cases and important remarks.

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Provident Fund

Work Location: In person