Verified Job
Customer Support / TeleCaller
Team Lead – CRM, Customer Care
Customer Support / TeleCaller
#800562
Remote / WFH
HNS GOLD
Job Description
Company Description :
HNS Gold Pvt. Ltd. serving customers through branches across four states: Assam, West Bengal (Kolkata) and Punjab. The company focuses on transparent, secure, and customer-friendly gold transactions, building long-term relationships with individuals and families. With a growing footprint and strong brand reputation, HNS Gold offers opportunities to work in a structured, fast-paced retail and service environment. Team members benefit from exposure to diverse customers, standardized processes, and ******** performance expectations.
Role Description
Lead the Customer Care team to convert advertising enquiries into appointments, branch walk-ins and completed gold/silver purchase transactions while maintaining complete Salesforce CRM discipline.
Key responsibilities
• Conduct daily huddles and allocate branch-wise, service-wise and agent-wise targets.
• Monitor leads from Google, Meta, WhatsApp, website, toll-free calls and branch campaigns.
• Ensure Hot leads are contacted within five minutes.
• Track every lead from New → Contacted → Qualified → Appointment → Walk-in → Converted.
• Monitor calls, WhatsApp follow-ups, call quality, objection handling and appointment confirmation.
• Own team targets for gold, silver, gold-loan settlement , Monthly gold investment plan ( MGIP) and free valuation services.
• Review Salesforce dashboards, overdue tasks, missing fields and incorrect classifications.
• Coordinate with branch managers for appointments, walk-ins and conversion results.
• Submit daily CEO dashboard with performance gaps and immediate corrective actions.
• Conduct call audits, coaching, role-plays and weekly product training.
• Escalate uncontacted Hot leads, overdue follow-ups and branch-support delays.
• Protect customer data and ensure ethical communication and accurate commitments.
Qualifications
5–8 years in inside sales, telesales, contact-centre sales or lead conversion.
• Minimum 2 years leading 8–15 executives.
• Hands-on experience
HNS Gold Pvt. Ltd. serving customers through branches across four states: Assam, West Bengal (Kolkata) and Punjab. The company focuses on transparent, secure, and customer-friendly gold transactions, building long-term relationships with individuals and families. With a growing footprint and strong brand reputation, HNS Gold offers opportunities to work in a structured, fast-paced retail and service environment. Team members benefit from exposure to diverse customers, standardized processes, and ******** performance expectations.
Role Description
Lead the Customer Care team to convert advertising enquiries into appointments, branch walk-ins and completed gold/silver purchase transactions while maintaining complete Salesforce CRM discipline.
Key responsibilities
• Conduct daily huddles and allocate branch-wise, service-wise and agent-wise targets.
• Monitor leads from Google, Meta, WhatsApp, website, toll-free calls and branch campaigns.
• Ensure Hot leads are contacted within five minutes.
• Track every lead from New → Contacted → Qualified → Appointment → Walk-in → Converted.
• Monitor calls, WhatsApp follow-ups, call quality, objection handling and appointment confirmation.
• Own team targets for gold, silver, gold-loan settlement , Monthly gold investment plan ( MGIP) and free valuation services.
• Review Salesforce dashboards, overdue tasks, missing fields and incorrect classifications.
• Coordinate with branch managers for appointments, walk-ins and conversion results.
• Submit daily CEO dashboard with performance gaps and immediate corrective actions.
• Conduct call audits, coaching, role-plays and weekly product training.
• Escalate uncontacted Hot leads, overdue follow-ups and branch-support delays.
• Protect customer data and ensure ethical communication and accurate commitments.
Qualifications
5–8 years in inside sales, telesales, contact-centre sales or lead conversion.
• Minimum 2 years leading 8–15 executives.
• Hands-on experience
