Telecalling Executive

About the Role

Virat Scrappers is looking for a Customer Care Executive to be the first point of contact for our customers, whether households, businesses, or industrial clients selling scrap. You will handle inquiries, schedule pickups, resolve complaints, and make sure every customer has a smooth, transparent, and professional experience.

Key Responsibilities

• Handle inbound and outbound calls, WhatsApp messages, emails, and website inquiries professionally and promptly.
• Explain scrap categories (metal, paper, plastic, e-waste, etc.), current rates, and the pickup process clearly to customers.
• Book, reschedule, and confirm scrap pickup appointments, coordinating with the field and logistics team.
• Follow up with customers before and after pickups to confirm weight, payment, and satisfaction.
• Record and update customer details, leads, and interactions accurately in the CRM or tracking system.
• Resolve complaints related to delays, weighing, payments, or service quality, escalating complex issues to the manager.
• Coordinate with the accounts team to ensure timely, correct payments to customers.
• Generate leads and convert inquiries into confirmed pickups.
• Share daily or weekly reports on call volumes, pickups scheduled, complaints, and feedback.
• Maintain a positive brand image and encourage repeat business and referrals.

Required Qualifications

• Graduate in any discipline (12th pass with strong experience may also be considered).
• 0-2 years of experience in customer service, telecalling, or a call center (freshers welcome).

Skills and Competencies

• Excellent verbal and written communication in Hindi and English (regional language is a plus).
• Polite, patient, and confident telephone manner.
• Good listening and problem-solving skills.
• Basic computer skills (MS Excel, email, CRM tools, WhatsApp Business).
• Ability to multitask and manage time under pressure.
• Basic understanding of the scrap or recycling industry is an advantage.
• Customer-first attitude with strong attention to detail.

Working Hours

[e.g., 6 days a week, 9:30 AM to 6:30 PM]. Shifts may vary based on business needs.

Compensation and Benefits

• Salary: [X] to [Y] per month, based on experience
• Performance incentives on successful conversions and customer satisfaction
• Paid leaves and training support
• Growth opportunities within customer support, sales, and operations

Key Performance Indicators (KPIs)

• Number of calls and inquiries handled per day
• Inquiry-to-pickup conversion rate
• Customer satisfaction score and complaint resolution time
• Accuracy of records and follow-ups