Executive-Service

Position – Service Telecalling

Department Service Operations

Reporting To Service Manager / Service Operations Lead

Location- Barrackpore

Employment Type (Full-Time)

₹13,000 – ₹16,000 per month

About the Role

We are looking for a proactive and customer-focused Service Telecalling to support our Service

Operations team. The person will play a vital role in managing customer interactions, coordinating with field

service teams, and ensuring timely resolution of service requests. This role offers an excellent opportunity to

gain practical exposure to customer service, operations coordination, CRM systems, and service management

processes in a fast-paced organization.

Key Responsibilities

Customer Interaction

 Handle inbound customer calls related to service requests, complaints, and general queries.

 Make outbound calls to customers for service follow-ups, feedback, and ticket closure confirmations.

 Provide professional, courteous, and timely responses to customer concerns.

 Maintain a positive customer experience during every interaction.

Service Coordination

 Coordinate with Field Service Engineers, Hub Managers, and Service Coordinators regarding service

ticket status.

 Ensure timely updates are communicated between customers and internal service teams.

 Monitor open service requests and follow up for prompt resolution.

 Assist in scheduling service visits whenever required.

Ticket & Complaint Management

 Register customer complaints accurately in the CRM or ticketing system.

 Update ticket progress, remarks, and closure details.

 Maintain complete and accurate service records.

 Ensure all customer interactions are documented properly.

Escalation Management

 Identify unresolved, delayed, or critical service issues.

 Escalate service-related concerns to the appropriate stakeholders.

 Follow up until closure while keeping customers informed.

Reporting &; Documentation

 Maintain daily call logs and service records.

 Prepare daily and weekly reports on:

o Calls handled

o Tickets created

o Tickets closed

o Pending service requests

o Customer feedback

 Support MIS reporting and documentation activities.

Operational Support

 Assist the Service Operations team in day-to-day administrative tasks.

 Maintain service databases and customer records.

 Support process improvement initiatives to enhance customer satisfaction.

 Perform additional responsibilities assigned by the reporting manager.

Criteria Details

Educational Qualification Graduate or currently pursuing graduation in any discipline.

Freshers Freshers are encouraged to apply.

Experience Prior experience is not mandatory.

Preferred Exposure Internship or customer support experience will be an added advantage.

Preferred Candidate Profile

The ideal candidate should possess:

 Excellent communication skills in Hindi.

 Basic communication skills in English.

 Strong interpersonal skills.

 Ability to handle customer queries professionally.

 Willingness to work in a fast-paced service environment.

 Quick learner with a proactive attitude.

 High level of ownership and accountability.

 Basic analytical and documentation skills.

Learning Opportunities

The selected candidate will gain practical exposure to:

 Customer Relationship Management (CRM)

 Service Operations Management

 Call Handling & Customer Support

 Complaint Resolution Process

 Ticket Lifecycle Management

 Service Coordination

 MIS Reporting

 Cross-functional Team Collaboration

 Professional Communication

 Process Documentation

 Operations Excellence

Career Growth

What We Offer

 Monthly ₹13,000 – ₹16,000

 Hands-on industry experience in Service Operations

 Structured learning and mentoring

 Exposure to CRM and operational systems

 Opportunity to work with cross-functional teams