Call Centre Associate

Job Title: Call Centre Associate

Location: Thane

Department: Client Servicing

Job Description

We are looking for a Call Centre Associate to support end customers participating in consumer promotions, loyalty programs, and reward campaigns. This role involves handling inbound and outbound calls, resolving customer queries related to campaign participation, reward redemption, and technical issues, and performing basic document/image validation for reward fulfillment — all while ensuring a smooth and positive customer experience.

Key Responsibilities

• Handle inbound and outbound calls related to consumer promotions, contests, cashback, loyalty, and reward programs.
• Respond to customer queries regarding campaign participation, eligibility, reward redemption, timelines, and status updates.
• Assist customers with technical issues related to SMS, QR codes, missed calls, web portals, or mobile-based campaigns.
• Accurately log customer interactions, complaints, and resolutions in the CRM/call management system.
• Perform basic invoice/image validation for reward fulfillment (validate invoice/images against client KPIs and campaign rules); approve or reject submissions per SOP and log decisions in the CRM/tracker.
• When validating documents/images, follow the defined checklist and escalate ambiguous or high-value cases to Campaign Ops/Finance as per SOP.
• Escalate unresolved or complex issues to internal Tech, Operations, or Campaign Support teams as per SOP.
• Follow defined SLAs, call quality standards, and compliance guidelines.
• Provide clear, courteous, and professional communication to ensure high customer satisfaction.
• Support campaign reporting by sharing recurring issues, customer feedback, and improvement suggestions.
• Meet daily/weekly targets related to call handling, resolution time, and customer satisfaction.

Qualification & Characteristics

• Any Graduate.
• 0–3 years of experience in call centre, customer support, or customer service roles.
• Experience in consumer promotions, loyalty programs, telecom, fintech, or digital platforms is a plus.
• Clear verbal communication skills (English + at least one regional language preferred).
• Customer-centric mindset with strong problem-solving ability.
• Attention to detail with ability to validate images/documents (invoices, shipping proofs, screenshots) against checklist.
• Basic technical understanding of digital platforms, SMS-based systems, or mobile applications.
• Ability to handle high call volumes and work under pressure.
• Attention to detail and accurate data entry.
• Basic computer and CRM skills; minimal Excel familiarity helpful but not mandatory.

Preferred Industry Background - Any

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: Hybrid remote in Thane, Maharashtra (Thane, Thane District)