Call Centre Agent-Khasi & Garo

Job Description This is a remote position. Call Centre Agent (Khasi & Garo) Khasi & Garo Language Proficiency Mandatory

Location: Shillong, Tura, Remote

Salary:23000 to 25000 per month

Overview: This is a full-time entry-level position. The Call Centre Agent (CCA) delivers exceptional service to RL’s customers — teachers and parents in the government school/Anganwadi ecosystem. The CCA will onboard users to our parent-teacher groups. The CCA will also assist users by identifying their concerns, guiding them to maximise their engagement, and resolving their queries promptly. The candidate will work closely with the Manager to help the call centre team run efficiently, increase customer engagement, and analyse the product reach to our target audience.

Key Attributes

1. Ability to communicate fluently and effectively in Khasi or Garo or both

2. Working knowledge of Google Sheets/Excel and Google Docs/Word

3. Excellent communication and presentation skills

4. Prior call centre or outbound calling experience is preferred but not mandatory

5. Previous CRM experience is preferred but not mandatory

6. Open to working from the office (Monday to Friday plus alternate Saturdays)

Key Activities

1. Handle 70+ calls daily for customer onboarding, activation, and engagement

2. Follow the calling script to analyse the customers’ needs, identify issues, and provide solutions

3. Track daily updates on calls and messages from different channels and maintain a detailed

record of all interactions and actions

1. Maintain a humble and empathetic attitude towards low-income smartphone users and solve their

issues using our product

1. Meet personal targets and contribute effectively to team targets

2. Coordinate with team members to discuss and escalate specific customer queries

Key Results

1. Establish trust and relationship with our users

2. Ensure a smooth onboarding experience for our users

3. Increase customer activation and engagement in parent and teacher groups

4. Meet customer onboarding and activation targets, for example, the number of calls per day, the

number of parents activated, etc.

Requirements Critical Factors for Success

1. Seamless communication with your managers and colleagues

2. Close alignment with RL's core values and principles

3. Mission-driven, enthusiastic and optimistic, and committed to transformation

4. Ability to handle and solve multiple problems in a high growth, entrepreneurial environment enjoyably