Customer Support Telecalling Team Leader

Job Description: CRM & Operations Coordinator

Position Overview

We are seeking an organized and detail-oriented CRM Coordinator to manage customer scheduling, operational job allocation, and business reporting. In this role, you will act as the primary bridge between our customers, field/service teams, and management. You will be responsible for ensuring seamless service delivery, keeping our CRM system updated, and generating leads to support business growth.

Key Responsibilities

1. Customer Appointment Scheduling

Receive incoming customer inquiries, service requests, and booking calls.

Schedule and confirm appointments based on customer availability and team calendars.

Manage reschedule requests, cancellations, and appointment reminders to minimize no-shows.

2. Job Allocation & Resource Management

Assign scheduled tasks and jobs to appropriate team members or technicians based on skills, location, and workload capacity.

Dispatch job details, instructions, and customer requirements to field personnel.

Monitor daily schedules to ensure timely job execution and resolve operational delays.

3. Reporting & CRM System Maintenance

Taking Reports: Collect job completion notes, service reports, and feedback from field teams and customers after task execution.

Updating Reports: Promptly input status updates, resolution notes, and job records into the CRM database to ensure data accuracy.

Track key performance metrics such as task completion rates, service turnaround times, and customer satisfaction.

4. Lead & Business Generation ("Business Leaf")

Identify potential cross-selling or up-selling opportunities during customer interactions.

Gather customer referrals and qualify incoming leads for the sales team.

Support targeted customer outreach campaigns to drive repeat business and generate new leads ("business leaves").

Qualifications & Skills

Experience: 1–3 years of experience in CRM administration, customer service coordination, or service scheduling.

Technical Skills: Proficiency in CRM platforms (e.g., Salesforce, HubSpot, Zoho, or proprietary CRM software) and Microsoft Office / Google Workspace.

Communication: Strong verbal and written communication skills for interacting with customers and field teams.

Organizational Skills: Excellent time management and multi-tasking abilities in a fast-paced environment.

Problem Solving: Ability to handle schedule conflicts, reallocate jobs quickly, and maintain smooth operations.

Key Performance Indicators (KPIs)

Schedule Efficiency: High rate of on-time appointments and low schedule downtime.

Data Accuracy: Timely and error-free update of job reports in the CRM.

Lead Generation: Number of qualified leads/business opportunities generated.

Customer Satisfaction: Positive customer feedback on scheduling and operational responsiveness.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 2 years of experience.