Telle Caller cum Operation Executive

Company

Khodr Industries Pvt. Ltd. Authorized Service Partner – Franke Faber India Pvt. Ltd.

Job Location

Ahmedabad Office

Working Hours

• Timing: 10:00 AM to 7:00 PM
• Weekly Off: Sunday

Job Summary

The Tele Caller cum CRM Operations Executive is responsible for managing customer communication, maintaining accurate service records, and handling CRM operations for the assigned territories. The primary responsibility is to ensure timely customer coordination, accurate CRM updates, and smooth execution of service operations.

Key Responsibilities

1. Customer Calling

• Contact customers for newly assigned service requests.
• Coordinate appointments with customers for technicians.
• Handle customer queries politely and professionally.
• Follow up with customers regarding pending visits.
• Inform customers about service schedules and updates.

2. Territory Handling

Primary responsibility for:

• Vapi Territory
• Mehsana Territory

3. CRM Operations

• Create and update customer information in Khodr CRM.
• Maintain complete service records.
• Update technician remarks and visit status.
• Close completed jobs after verification.
• Cancel service calls as per company SOP and approval.
• Maintain accurate service history.

4. Faber CRM Management

• Update all assigned jobs in Faber CRM.
• Close completed calls on time.
• Process cancelled jobs with proper remarks.
• Ensure all CRM activities comply with Faber guidelines.
• Maintain zero pending CRM updates.

5. Data Management

• Maintain Excel reports.
• Update daily work reports.
• Prepare pending call reports.
• Maintain customer databases.
• Ensure data accuracy and completeness.

6. Coordination

• Coordinate with field technicians.
• Coordinate with the back-office team.
• Escalate unresolved customer issues to the Operations Manager.
• Support smooth service operations.

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Required Skills

Technical Skills

• Good Computer Knowledge
• Microsoft Excel
• Microsoft Word
• Internet & Email Handling
• CRM Software Knowledge

Communication Skills

• Excellent communication skills in Gujarati and Hindi.
• Basic English communication.
• Professional telephone etiquette.
• Good listening and problem-solving skills.

Personal Skills

• Positive attitude
• Team player
• Responsible and disciplined
• Good time management
• Ability to work under pressure
• Customer-focused approach

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Educational Qualification

• Minimum Graduate (Preferred)
• Computer knowledge is mandatory.

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Experience

• Freshers with good communication skills may apply.
• Experience in Customer Service, Call Center, or CRM Operations will be preferred.

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Key Performance Indicators (KPIs)

• Daily customer calls completed.
• Timely appointment scheduling.
• CRM updates completed on time.
• Daily call closure percentage.
• Customer satisfaction.
• Zero incorrect CRM entries.
• Timely reporting.
• Accurate data maintenance.
• Pending call reduction.
• Compliance with company SOP.

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Salary

As per company policy and experience.

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Reporting To

Operations Manager / Branch Manager

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Company Expectations

The employee is expected to:

• Maintain professionalism while communicating with customers.
• Keep all CRM records updated on a real-time basis.
• Follow company SOPs and Faber guidelines.
• Protect customer information and company data.
• Maintain punctuality and discipline.
• Support team members to achieve service targets.