Telecaller Inbound

Job Title

Lead-to-Order Executive – Inbound Calling

Job Summary

We are looking for a Lead-to-Order – Inbound Calling Executive responsible for handling inbound customer enquiries, understanding customer requirements, qualifying leads, providing product/service information, and converting qualified leads into confirmed orders.

Key Responsibilities

- Handle inbound calls from prospective and existing customers.

- Understand customer requirements, product needs, quantity, location, and purchase intent.

- Capture and qualify leads based on defined criteria.

- Provide accurate information on products/services, pricing, availability, offers, and delivery timelines.

- Identify customer needs and recommend suitable products or solutions.

- Convert qualified inbound enquiries into orders/sales opportunities.

- Create and update customer and lead information in the CRM/ERP system.

- Prepare quotations or initiate the order process as per company procedures.

- Coordinate with Sales, Pricing, Operations, Logistics, Finance, and other teams to complete the order.

- Follow up on open enquiries, quotations, and pending orders.

- Ensure accurate order entry, customer details, pricing, quantity, and delivery information.

- Handle customer objections and resolve queries to improve conversion.

- Escalate pricing, credit, availability, or service-related issues when required.

- Maintain accurate records of calls, leads, opportunities, and orders.

- Achieve defined lead conversion, order value, productivity, and customer-service targets.

Required Skills

- Excellent verbal communication and active listening skills.

- Strong customer-handling and sales-conversion skills.

- Ability to identify customer needs and qualify leads.

- Good negotiation and objection-handling skills.

- Basic knowledge of CRM/ERP systems and MS Office.

- Strong follow-up and coordination skills.

- Ability to work with sales targets and KPIs.

- Professional and customer-focused attitude.

- English communication skills; knowledge of regional languages is an advantage.

Qualification & Experience

- Qualification: 12th pass / Graduate; graduation preferred.

- Experience: 1–3 years in inbound calling, telesales, customer service, lead management, or order management.

- Freshers with strong communication and sales aptitude may also be considered.

Key KPIs

- Inbound calls handled

- Lead qualification rate

- Lead-to-order conversion rate

- Number/value of orders generated

- Average order value

- Follow-up effectiveness

- Customer Satisfaction (CSAT)

- First Call Resolution (FCR)

- Call Quality Score

- CRM data accuracy

- Response and turnaround time

Preferred Candidate Profile

A customer-oriented professional who can convert inbound enquiries into qualified leads and confirmed orders, while ensuring a smooth customer experience from the initial enquiry through order confirmation.