Customer Service Executive

Job Summary

We are looking for a dedicated and customer-focused Customer Service Executive to manage calls for our microfinance operations. The role involves attending customer queries, collecting service feedback and supporting EMI recovery through tele-calling while maintaining high service standards and compliance with company policies.

Key Responsibilities

• Attend customer calls regarding loan details, EMI schedules, repayments and general queries.
• Provide accurate information in a polite, professional and empathetic manner.
• Collect customer feedback on services, field staff behavior, and overall experience.
• Record feedback, complaints and suggestions accurately in the system.
• Escalate service-related issues to concerned departments for timely resolution.
• Conduct reminder calls for due and overdue EMIs as per recovery guidelines.
• Follow up with customers on payment commitments and update remarks in the system.
• Ensure ethical recovery practices and adherence to RBI and company norms.
• Maintain proper call logs, feedback records and recovery status reports.
• Update customer data and call outcomes in CRM/MIS systems.
• Share daily/weekly reports with the reporting manager.

Required Skills & Competencies

• Good communication skills in Hindi (local language preferred); basic English knowledge.
• Ability to handle customers politely and confidently over calls.
• Basic computer knowledge (MS Excel, CRM systems).
• Customer-centric attitude with problem-solving skills.
• Ability to work under targets and follow compliance guidelines.

Educational Qualification

• Minimum 12th Pass / Graduate in any discipline.

Preferred Candidate Profile

• Experience in NBFC / Microfinance / BFSI tele-calling is an added advantage.

Job Types: Full-time, Permanent, Fresher

Pay: ₹12,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Provident Fund

Work Location: In person