Telecaller

Job Summary:

• As a Telecaller at MY SOLAR, you will be responsible for making outbound calls to potential customers from our existing database and to those who have inquired about our products.
• You will provide first-hand information about our offerings, gather necessary details from customers, and accurately input data into the ERP system.
• Your role will be crucial in ensuring smooth communication between potential customers and the sales team by handing over qualified leads.

Relevant Industry Experience:

• At least 1+ year of experience in telecalling, preferably in the solar, electrical, or manufacturing sectors.

Educational Qualifications:

• Qualification: Minimum Higher Secondary (12th Pass) (Required)
• Preferred: Bachelors Degree in any field
• Languages: Proficiency in Hindi, English, and Gujarati (Preferred)

Key Responsibilities:

1. Outbound Calling:

• Call potential customers from the existing database and inquiry records.
• Provide information about MY SOLAR products and services.
• Address initial queries and concerns of customers.

2. Lead Qualification:

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• Gather essential details from the customer such as requirements, budget, and project timeline.
• Assess customer interest level and qualification as a potential lead.
• Ensure customer data is updated accurately in the ERP system.

3. Data Entry and Reporting:

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• Input customer details and conversation summaries into the ERP system.
• Maintain accurate records of calls, follow-ups, and lead status.
• Generate daily call reports and share insights with the sales team.

4. Follow-ups & Coordination:

• Schedule follow-up calls to nurture potential leads.
• Coordinate with the sales team to ensure proper lead handover.
• Provide necessary customer insights to help sales representatives close deals effectively.

5. Customer Relationship Management:

• Develop and maintain a positive relationship with potential customers.
• Provide a friendly and professional experience during calls.
• Handle customer objections and escalate queries when required.

Key Skills:

• Excellent verbal communication and active listening skills
• Ability to handle customer inquiries professionally
• Basic knowledge of solar or electrical products (preferred but not mandatory)
• Data entry proficiency and experience with ERP systems
• Multitasking and time management abilities
• Good negotiation and persuasion skills
• Problem-solving attitude with attention to detail

Must-Have and Nice-to-Have Skills:

Must-Have Skills

• Strong communication skills
• Data entry and accuracy
• Telecalling experience
• Customer relationship management

Nice-to-Have Skills

• Experience with CRM/ERP software
• Knowledge of the solar industry
• Sales support experience
• Multi-language proficiency

Key Result Areas (KRAs):

KRA / Description

• Number of Calls Made - Ensure a set number of daily outbound calls.
• Lead Generation - Identify and qualify leads effectively.
• Data Accuracy - Maintain error-free data entry in the ERP.
• Follow-up Timeliness - Ensure timely follow-ups for better conversions.

Key Performance Indicators (KPIs):

KPI / Target

• Calls per Day - Minimum 50-80 calls daily
• Lead Conversion - Minimum 10-15% conversion rate to sales team
• Data Entry Accuracy - 100% accuracy in customer information input
• Follow-up Efficiency - 90% of leads followed up within the expected timeline

Dos and Donts:

DOs

• Maintain a professional and friendly tone.
• Accurately update customer data.
• Follow up with potential leads.
• Adhere to calling etiquette and scripts.

• DONTs
• Never provide incorrect or misleading information.
• Do not delay data entry in the ERP system.
• Avoid ignoring customer concerns or queries.
• Do not make excessive calls to uninterested customers.

Tools and Software:

• ERP System (for lead management and data entry)
• MS Office Suite (Excel for reporting, Word for documentation)
• Telecalling software (if applicable)

Communication Channels:

• Internal: Coordinate with the sales team for lead handovers and insights.
• External: Engage with customers to provide information and collect required details.

Benefits:

• Fixed Week Off: Sunday
• Leave Benefits: Casual Leave (CL), Privilege Leave (PL), Sick Leave (SL), and Festival Holidays
• Professional Growth: Opportunities for skill development and career advancement
• Work-Life Balance: Fixed working hours and a supportive environment
• Incentives: Performance-based rewards and recognition.