Customer Care Executive

1. JOB DETAILS

Position title: Customer Care Executive

Department: Customer Insight - Central Operations

Reports to: Customer Insight Lead (Asst. Manager)

Location: Kolkata

Band / Grade : Executive Assistant Executive

2. REPORTING DIMENSIONS

Supervisors

Reports directly to: Customer Insight Lead (Asst. Manager)

Reports indirectly to: Customer Insight Head

3. JOB SUMMARY

- Handling inbound calls

- Providing resolution to customer complaints/queries

- Escalating complaints to the right level as per escalation matrix

- Ensuring loop closure of escalated complaints informing customer

- Capturing Customer Satisfaction level with solution provided.

- Making other outbound calls on provided database.

- Branch Visit

4. KEY RESPONSIBILITES

Particulars

Time Allocation (%)

Handling Inbound Calls. - 40%

Handling Inbound grievance calls Arohan customers - 40%

Follow up in Escalated complaints and ensuring closure of complaints - 10%

Conducting outbound surveys - 10%

5. Job

5.1 Technical Competency

Description

1. Good communication skills

2. Good call quality

3. Excel proficiency

4. Email writing skills

6. PERFORMANCE INDICATORS

• Process (Quality of calls, recording and reporting)
• Customer Centricity (Inbound and outbound calls)
• Innovation and learning
• Interpersonal skills
• Report Generation
• Branch Visit

7. QUALIFICATION, EXPERIENCE, SKILLS

Minimum Qualifications:

Minimum Experience

2-3, year experience in handling hard core Inbound and Outbound calls of loan products

Skills

- Should have good ccommunication skills

- Fluent in Hindi, English and Kannada/Gujrati/Marathi.

- Should be able to work with a Team

- Good at ccomputers and knowledge of Excel

Key Competencies required

1. Read: Hindi, English and Kannada/Gujrati/Marathi.

2. Write: Hindi, English and Kannada/Gujrati/Marathi.

3. Speak: Hindi, English and Kannada/Gujrati/Marathi.