Telecalling Executive

This role would require you to work from the office three days a week.

Role Purpose

Handle both calls and tickets as part of a single omnichannel support role. Capture the right information, resolve queries where possible, create or update tickets, coordinate with internal teams, keep brands informed, and close requests only after resolution is confirmed.

Key Responsibilities

Call and ticket handling

Handle inbound calls across 24x7 rotational shifts, including weekends and holidays as per roster.

Manage assigned tickets from the shared mailbox and ticketing system within defined response windows.

Verify brand name, vendor code, contact details, business category, brand type, issue details, and supporting documents.

Listen carefully, ask relevant questions, identify the issue category, and provide accurate first-level guidance using SOPs, FAQs, templates, and support tools.

Create tickets for new call queries and update existing tickets for follow-ups, with clear notes and references.

Communicate ticket details, next steps, required information, and expected turnaround times.

Routing and escalation

Categorize and prioritize queries across onboarding, PO, supply, inventory, appointments, warehouse, catalog, access, finance, ads, and technology.

Route requests to the correct internal owner with a clear summary, business impact, evidence, and required details such as SKU, PO, GRN, invoice, vendor code, or screenshot.

Escalate urgent or business-impacting issues through the defined priority and escalation process.

Track internal dependencies, follow up proactively, and provide progress updates when timelines change.

Resolution and ownership

Resolve straightforward queries at first contact or first response wherever possible.

Validate resolutions and communicate outcomes clearly to the brand.

Do not close a ticket merely because it has been reassigned; continue follow-up until the issue is resolved and communicated.

Reopen or continue working on cases where the issue persists or the resolution is incomplete.

Complete accurate documentation and clear shift handovers for all open cases.

Fluency in English and Hindi is preferred; additional regional languages are an advantage.

Continuous improvement

Identify recurring issues, process gaps, knowledge gaps, and tooling problems.

Contribute to SOP, FAQ, template, disposition, and knowledge-base improvements.

Participate in training, calibration, quality audits, queue reviews, backlog reduction, and process improvement initiatives.

Success Measures

The agent handles calls and tickets confidently without loss of context or ownership.

Brands receive accurate answers, clear next steps, realistic timelines, and timely updates.

Calls generate complete tickets, and tickets are correctly categorized, prioritized, and routed.

Straightforward issues are resolved quickly, while ageing and escalated cases are actively managed.

Requests are closed only after confirmed resolution, with complete documentation.

Recurring issues are converted into process, product, or knowledge improvements.