Telecaller

Customer Service Associate

About Supaw

Supaw is a pet-care ecosystem built to make pet parenting simpler, more accessible, and reliable. From veterinary care and grooming to training, boarding, pet supplies, and other pet-care services, Supaw connects pet parents with trusted service providers through one platform.

About the Role

We are looking for a Customer Service Associate to join our team and be the bridge between our customers, sales team, and service partners. This role involves understanding customer requirements, managing leads and follow-ups, maintaining accurate customer data, and identifying opportunities to improve customer experience and conversions. The ideal candidate should have strong communication skills, a customer-first approach, good analytical ability, and be comfortable working with CRM tools and MS Excel.

Key Responsibilities

● Handle inbound and outbound customer calls to understand requirements, resolve queries, and promote relevant Supaw products and services.

● Follow up with leads and existing customers to drive conversions, repeat usage, and customer retention.

● Maintain and regularly update customer information, lead status, call records, and follow-up activities on CRM systems.

● Analyze customer interactions, feedback, and behavior to identify trends, recurring concerns, and potential opportunities.

● Qualify leads based on customer requirements and ensures timely handover to the relevant team or service partner.

● Track daily calling, follow-ups, conversions, and other customer-related metrics using MS Excel and CRM tools.

● Conduct basic market and customer research to identify new opportunities and understand customer needs.

● Coordinate with internal teams, sales teams, and service partners to ensure a smooth customer journey.

● Proactively identify gaps in the customer experience and share actionable insights with the team.

● Ensure all customer communication, both verbal and written, is clear, professional, empathetic, and solution oriented.

● Work towards defined customer engagement, conversion, and retention targets. Requirements

● Excellent verbal and written communication skills in English and Hindi.

● Strong interpersonal and customer relationship management skills.

● Comfortable with outbound calling, lead follow-ups, and customer interactions. ● Working knowledge of MS Excel and CRM systems.

● Strong attention to detail and ability to maintain accurate customer records.

● Basic analytical and problem-solving skills.

● Ability to multitask and work in a fast-paced startup environment.

● A customer-first mindset with the ability to handle conversations professionally. ● Prior experience in customer service, telecalling, CRM, sales support, or customer analytics will be an added advantage.

● Passion for animals and an interest in the pet-care industry is a plus.

Skills Required

● Customer Relationship Management (CRM)

● Customer Service

● Lead Management & Follow-ups

● Effective Communication

● English Proficiency – Spoken & Written

● Hindi Proficiency – Spoken

● MS Excel

● Data Management & Analysis

● Problem Solving

● Customer Retention

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.