BPO Telecaller

🎯 Core Responsibilities

• Voice Support: Handling incoming phone calls from global customers to resolve issues and answer product queries.

• Non-Voice Support: Replying to customer emails, tickets, and managing real-time web chats with fast response times.

• Issue Resolution: Troubleshooting technical bugs, tracking delayed shipping, handling billing errors, or processing refunds.

• Escalation Management: Routing complex, high-priority issues to the technical or specialized backend teams.

• Data Documentation: Logging every interaction summary and customer feedback into the company database.

🛠️ Key Skills Required

• Spoken Fluency: Excellent command over English with a clear, neutral accent and flawless grammar.

• Written Communication: Ability to write clear, polite, and grammatically correct emails or chat responses.

• Empathetic Listening: Staying calm and acknowledging customer frustration without interrupting them.

• Multitasking: Navigating through multiple software screens and databases while actively speaking to a client.

💻 Systems & Tools You Will Use

• CRM Software: Tools like Zendesk, Salesforce, or Freshdesk to track customer history.

• Communication Tools: Platforms like Slack, Microsoft Teams, or Zoom for internal team coordination.

• Dialers & VoIP: Cloud calling systems like Avaya, Genesys, or Cisco to receive international calls.

🕒 Working Hours & Work Culture

• Rotational Shifts: Operating Domestics hours, 6 day working in a Week

• Metrics-Driven: Performance is strictly tracked using metrics like AHT (Average Handling Time), CSAT (Customer Satisfaction Score), and FCR (First Contact Resolution).

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 5 years of experience.