Executive - Telemarketing & CRM

JOB DESCRIPTION
Call Center Executive Tele-Marketing & CRM
Department - Customer Care / CRM
Reporting To - Team Leader / Assistant Manager - CRM
Job Location - Noida, Sector 62
Job Type - Full-Time

Job Summary
We are looking for a motivated and customer-focused Call Center Executive to join our CRM/Customer Care team. The candidate will be responsible for handling outbound calls, conducting tele-marketing activities, following up with customers and leads, maintaining accurate CRM records, ensuring process compliance, and coordinating with internal teams.

The ideal candidate should have good communication skills, a positive attitude, basic computer knowledge, and the ability to manage multiple follow-ups and activities effectively.
1. Outbound Call Handling & Tele-Marketing - 80%
Make outbound calls to existing and prospective customers as per the assigned calling plan.
Conduct tele-marketing activities for products, services, campaigns, and business leads.
Understand customer requirements and provide relevant product/service information.
Generate and qualify sales leads through outbound calling.
Follow up with customers and leads based on the outcome of each call.
Maintain proper records of all customer interactions and call outcomes.
Ensure timely follow-up on interested customers, pending requirements, and potential leads.
¢ Escalate customer concerns or service-related issues to the concerned department.
¢ Achieve assigned calling, follow-up, and lead-generation targets.

2. Process & CRM Compliance 15%
¢ Follow all internal and external processes, policies, and standard operating procedures.
¢ Ensure accurate and timely updating of customer and call-related information in the CRM.
¢ Maintain proper call remarks, follow-up dates, lead status, and other required CRM information.
¢ Ensure CRM data accuracy and completeness.
¢ Prepare and maintain daily/weekly/monthly process reports as required.
¢ Ensure timely submission of assigned reports to the reporting manager.
¢ Maintain confidentiality and accuracy of customer and company information.

3. Intra-Department Team Coordination 5%
¢ Coordinate with Sales, Service, CRM, and other internal teams for customer and lead-related activities.
¢ Share relevant customer requirements and follow-up updates with concerned team members.
¢ Support the team in resolving customer queries and ensuring timely action.
¢ Participate in team meetings and provide updates on assigned activities.
¢ Maintain effective communication and coordination with internal stakeholders.

Key Performance Indicators (KPIs)
¢ Outbound calls completed
¢ Lead generation and lead qualification
¢ Follow-up completion rate
¢ Customer engagement and conversion
¢ CRM compliance and data accuracy
¢ Timely reporting
¢ Process compliance
¢ Internal team coordination
¢ Achievement of assigned targets

Required Skills & Competencies
¢ Good verbal and written communication skills.
¢ Good interpersonal and customer-handling skills.
¢ Basic knowledge of MS Excel, MS Office, and CRM systems.
¢ Good follow-up and coordination skills.
¢ Ability to work with targets and deadlines.
¢ Good listening and problem-solving skills.
¢ Attention to detail and accuracy in data entry.
¢ Positive attitude and willingness to learn.
¢ Ability to work effectively as part of a team.

Educational Qualification
¢ Graduate in any discipline.
Candidates with a background in Customer Care, Tele-Marketing, Tele-Calling, CRM, Sales Support, or Call Center
Operations will be preferred.

Experience
¢ 0-2 years of minimum experience in Tele-Calling, Customer Care, Tele-Marketing, CRM, or a related field.
¢ Freshers with good communication skills may also be considered.

Preferred Candidate Profile
¢ Customer-focused and professional approach.
¢ Comfortable making a high volume of outbound calls.
¢ Target-oriented and self-motivated.
¢ Good command of Hindi and English.
¢ Comfortable working with CRM and computer-based systems.
¢ Strong follow-up and coordination abilities.

Working Conditions
¢ Full-time office-based role.
¢ The position requires regular outbound calling and coordination with internal teams.
¢ Performance will be evaluated based on calling activity, lead generation, follow-ups, CRM compliance, and assigned targets.

Salary & Benefits
¢ Salary: As per company standards and candidate experience.
¢ Benefits: As per company policy.

Equal Opportunity
We are committed to providing equal employment opportunities and encourage candidates from diverse backgrounds to apply.