Teleoperators

Internships

Temporary

This role is responsible for handling inbound and outbound customer calls, resolving enquiries related to jewellery products and services, managing WhatsApp and live chat interactions, coordinating with internal departments, and delivering exceptional customer service while ensuring prompt and accurate communication.

Key Responsibilities

Handle inbound and outbound customer calls professionally while delivering exceptional customer service.
Respond to customer enquiries regarding jewellery products, online orders, RPP, payments, promotions, and company services.
Record customer concerns accurately and forward them to the appropriate departments for timely resolution.
Provide customers with information on store timings, promotional campaigns, order status, and other service-related updates.
Maintain complete knowledge of company policies, offers, and promotional activities to guide customers effectively.
Transfer and connect calls to the appropriate departments or personnel whenever required.
Ensure all incoming calls are answered within three rings and maintain zero missed call buckets.
Respond to any bucketed calls within 10 minutes and ensure prompt customer follow-up.
Avoid placing customer calls on hold for more than 10 seconds; arrange call-backs whenever necessary.
Send personalised SMS messages based on customer enquiries and follow up unresolved queries through email with the concerned Relationship Managers or supervisors.
Coordinate with Finance and IT teams to resolve RPP online payment issues on priority.
Handle customer enquiries related to Pick-up & Drop services and communicate updates to ELTs and Branch Heads.
Manage customer interactions through WhatsApp for online orders, RPP, payments, gemstones, solitaire diamonds, silver products, and other related enquiries.
Assist customers through Live Chat by resolving product and service-related queries and educating them about RPP payment services.
Monitor IVR lines, CKC websites, POS systems, and Purple grids to ensure smooth operations.
Maintain employee, vendor, and job worker contact records and manage library documentation with proper categorisation.
Perform additional responsibilities and assignments as directed by the reporting manager.

Qualifications & Experience

Bachelor's degree in any discipline.
3–8 years of experience in call handling, customer support, or contact centre operations.
Excellent verbal and written communication skills with a customer-first approach.
Ability to manage inbound and outbound calls efficiently while maintaining service quality standards.
Experience handling WhatsApp, live chat, email support, and CRM systems is preferred.
Strong multitasking, coordination, and problem-solving abilities.
Good knowledge of Microsoft Office applications and basic computer operations.
Ability to work collaboratively with cross-functional teams in a fast-paced environment.