Job Description – Customer Care Associate (Inbound & Outbound Calls)
Job Title: Customer Care Associate
Location: Chennai
Employment Type: Full-Time
1. Job Summary
The Customer Care Associate is responsible for delivering exceptional customer service by managing inbound and outbound customer interactions through voice, email, or chat channels. The role involves resolving customer concerns, conducting customer surveys, promoting products and services through effective tele-sales conversations, and delivering a positive customer experience while achieving contact center productivity, quality, and sales objectives.
2. Key Responsibilities
- Handle inbound customer inquiries professionally and efficiently across multiple communication channels.
- Conduct outbound calls for customer follow-ups, service reminders, feedback surveys, lead qualifications, and tele-sales campaigns.
- Effectively engage customers using consultative selling techniques to promote products, services, renewals, and value-added offerings.
- Identify customer needs and recommend suitable products or services to maximize customer satisfaction and business opportunities.
- Achieve outbound sales conversion and survey completion targets while maintaining high-quality customer interactions.
- Resolve customer complaints, service requests, and account-related queries within defined service levels.
- Provide accurate product, service, pricing, and account information.
- Update customer interactions, survey responses, sales outcomes, and follow-up actions in CRM systems.
- Ensure compliance with company policies, regulatory requirements, and data privacy standards.
- Maintain professionalism, empathy, and customer focus during every interaction.
- Coordinate with internal teams to resolve customer issues and ensure timely closure.
- Continuously contribute to process improvement by identifying customer feedback and recurring issues.
3. Required Skills
- Excellent verbal and written communication skills.
- Strong customer service and relationship management abilities.
- Excellent persuasion, negotiation, and objection-handling skills.
- Ability to confidently deliver tele-sales pitches and influence customer decisions.
- Strong outbound calling and customer engagement skills.
- Ability to build rapport quickly and maintain positive customer relationships.
- Good conflict resolution and problem-solving capabilities.
- Ability to multitask and work effectively in a fast-paced contact center environment.
- Basic analytical and troubleshooting skills.
- Proficiency in CRM applications, ticketing systems, and Microsoft Office applications.
4. Qualifications
- Bachelor's degree or equivalent qualification.
- 1–3 years of experience in customer service, contact center operations, tele-sales, or outbound customer engagement is preferred.
5. Preferred Qualifications
- Experience in inbound and outbound voice support.
- Experience in customer surveys, lead generation, customer retention, or renewal campaigns.
- Familiarity with CRM platforms, ticketing systems, and sales tracking tools.
- Proven experience in achieving sales, conversion, or customer engagement targets.
6. Key Performance Indicators (KPIs)
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Customer Satisfaction Score (CSAT)
- Quality Audit Score
- Attendance & Schedule Adherence
- Outbound Productivity
- Survey Completion Rate
- Tele-sales Conversion Rate
- Lead-to-Sale Conversion
- Revenue/Renewal Achievement (where applicable)
- Call Quality & Compliance Score
Pay: ₹19,000.00 - ₹25,000.00 per month
Experience:
- telesales: 1 year (Required)
Language:
Work Location: In person
