Telesales BPO Telecaller

• Grievance & Complaint Management

  • Handle customer grievances and complaints with empathy, professionalism, and ownership.

  • Understand customer concerns in detail and provide appropriate resolutions within defined timelines.

  • Ensure customers receive clear and accurate information regarding company plans, products, policies, and processes.

• Escalation Management

  • Act as the primary point of contact for escalated and high-priority customer cases.

  • Manage complex and sensitive customer issues professionally, especially cases involving dissatisfaction, repeated complaints, or potential customer loss.

  • Coordinate with internal departments to ensure escalations are resolved effectively and within the committed TAT.

• Customer Retention & Win-Back

  • Identify customers who are dissatisfied or at risk of discontinuing the relationship.

  • Understand the reason for customer dissatisfaction and develop appropriate retention strategies.

  • Handle objections and negotiate suitable solutions to retain customers.

  • Conduct win-back activities for customers who have already expressed an intention to leave.

• Root Cause Analysis

  • Identify recurring complaints, service gaps, and operational issues contributing to customer dissatisfaction.

  • Work closely with cross-functional teams to address the root cause rather than providing only temporary solutions.

  • Share recurring grievance trends and customer feedback with management for corrective action.

• Customer Relationship Management

  • Build trust with customers through effective communication and solution-oriented interactions.

  • Maintain a strong focus on customer experience while balancing company policies and business requirements.

  • Ensure every interaction leaves the customer with clarity, confidence, and a positive service experience.

• Documentation & Reporting

  • Maintain accurate records of customer grievances, escalations, resolutions, and retention outcomes.

  • Track pending escalations and ensure timely follow-up until closure.

Prepare regular reports on complaint trends, escalation status, customer retention, and major service issues.

• It is a Full Time Telesales / Telemarketing job for candidates with 0 - 3 years of experience.