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Voice Executives

0-4+ years of experience | Full time | PAN India

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Role And Responsibilities

  1. Understanding the brand that is being represented, the TLC brand, the Program, the benefits, the scripts, the possible talking and opening lines and ensuring that the company guidelines on these are followed when a customer connect is made to enroll them into a membership program.
  2. A soft approach to the sales process with conversational scripts and engagement on the call to sign up a customer. To protect the brand and ensure that a positive impact is left on the prospect after the interaction, whether he / she buys a membership or not.
  3. Program Benefits must be conveyed in complete transparency leaving no scope of ambiguity or sounding making false promises or over commitment.
  4. Ensure that the prospect is not called for more than 3 times and also, he / she is not spammed on the calls. A prospect who does not want to be spoken to should be blocked from the system.
  5. Ensure a database is provided by the company and only approved databases after proper DNC scrubbing are used.
  6. It is mandatory to ensure that on every point of connect generating relevant leads are required, this is a part of our database expansion exercise, and must be followed.
  7. Ensuing all relevant information is captured and converted into company intelligence like reasons for close etc and the prospects once spoken to are accordingly blocked from the system so that they are not called again.
  8. Ensure any escalation or potential escalation is immediately reported to the Manager.
  9. Ensure company time spent in the office is spent on productive customer acquisition work and aim for high enrolments, conversions, and no complaints as a performance matrix.
  10. Ensuring confidentiality of all company information is maintained at all times.

Desired Profile

  1. Minimum two years’ experience in a high-quality outbound voice process.
  2. Good verbal and social communication skills in English with supporting local language. English will always be the first language for opening a customer conversation.
  3. Proactive, confident, and self-motivated.
  4. Performance oriented with a passion for sales and numbers.

About TLC

TLC DigiTech Pvt. Ltd. (Formerly TLC Relationship Management Pvt. Ltd. ) is an innovative, marketing-oriented and design-led organization, uniquely providing a complete suite of solutions across digital, tech and services. Our products leverage insights gained working with global hospitality brands for acquisition, life cycle management and data monetization. We use the best tech platforms to make our products robust, future ready and shockproof. We offer integration free options through a backend app.

Set up over 20 years ago, we have a pan India presence and regional presence in the Middle East and Africa. With our corporate office in New Delhi, we have a team strength of 500 plus people, and bring a culture of innovation to deliver excellence. Our teams, including design, tech, digital, support, contact centres provide a unique single window solution to our customers.

Our tech products are developed on world class platforms to include CRM on Salesforce and Heroku with all integrations managed through MuleSoft. Our digital delivery is on the Adobe stacks including Adobe Experience Manager, Analytics, Target and Adobe Campaign with mobile apps developed on the Ionic hybrid platform. Our contact centres are integrated with voice, chat, WhatsApp, Facebook Messenger, email, social, web and SMS.

TLC Compliance and Statutory Audits are managed by a Big Four global accounting firm. We follow the highest levels of Information Security with an ISO 27001 certification. We are members of CII, FHRAI, TAAI, Nasscom, Dun & Bradstreet.

TLC managed websites include www.clubmarriott.in, www.diningprivilege.com, www.gourmetclub.co.ke and TLC apps include Club Marriott South Asia, Gourmet Club Kenya, DLITE PLUS that are available on the App Store and Google Play Store.

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