Handle inbound and outbound calls, emails, or walk-in queries.
Provide customers with accurate product information (plans, offers, billing, and services).
Assist with account management, payment issues, and recharge processes.
Ensure all queries are resolved within defined SLAs (Service Level Agreements).
Build and maintain long-term relationships with customers.
Conduct regular follow-ups to ensure service satisfaction.
Identify potential churn customers and take proactive steps to retain them.
Collect and document customer feedback for process improvements.
Promote new Airtel products and service upgrades (upselling/cross-selling).
Support renewal drives and retention campaigns to reduce disconnections.
Convert customer complaints into sales opportunities where possible.
Record customer issues in the CRM system.
Coordinate with technical, billing, or backend teams for resolution.
Track and close service requests in a timely manner.
Maintain high First Call Resolution (FCR) rates.
Maintain accurate records of customer interactions.
Generate daily, weekly, and monthly service reports.
Provide feedback to the management for service improvements.
Attractive fixed monthly salary (varies by city and experience).
Additional performance-based incentives or bonuses for achieving customer satisfaction and retention targets.
Overtime pay or shift allowances (where applicable).
Monthly or quarterly performance-linked bonuses based on:
Customer feedback scores
Query resolution rates
Upselling or cross-selling achievements
Recognition through “Star Performer” or “Employee of the Month” awards.
Medical insurance for employee and dependents.
Access to health check-up programs and wellness initiatives.
Life and accidental insurance (in select employment categories).
Comprehensive onboarding and customer service training.
Regular workshops on communication, CRM systems, and service quality.
Access to Airtel Learning Academy for career advancement.
Defined career path from Customer Relationship Executive → Senior CRE → Relationship Manager → Area Customer Experience Lead.
Internal promotions based on performance and tenure.
Opportunities to move into sales, operations, or managerial roles within Airtel.
Fixed shifts (in most locations) with weekly offs or rotational holidays.
Paid leave, including casual leave, sick leave, and annual leave.
Regular team events, festivals, and recognition programs.
Celebrations for achieving milestones or customer satisfaction goals.
For field-based roles: travel reimbursement or company conveyance.
Mobile bill reimbursement or Airtel SIM with free data/calling benefits.
Modern office setup with supportive management.
Focus on diversity and inclusion in workplace culture.
Sales & Marketing Roles Promote Airtel’s products and services (mobile, broadband, DTH, business solutions). Meet and exceed sales targets in assigned territories. Build strong customer relationships and ensure satisfaction.... Read More