Role brief: We are looking for an energetic Customer Service Executive / Senior Executive to help us meet Service Delivery requirements. This role is integral to our growth and requires continuous hustling to deliver customer experience for services offered by FREED. The role needs apt understanding of financial products and banking domain for a superlative performance. However, this requirement is not binding for a deserving and motivated candidate. Role Description: Resolve customer queries Manage customer relationship and retention Provide full visibility into the Customer service pipeline at every stage of development. Understand our ideal customers and how they relate to our products. Building rapport with customer to provide them good experience of FREEDs services Promoting the organization and products. Goal Oriented, numbers driven analytical mind. Knowledge of banking and financial industry preferred. Role Requirement: Any Bachelors Degree Must have BPO experience in Inbound & Outbound process (Voice) Proven ability to drive the Customer Service process from plan to close. Good command over spoken and written English. Strength in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask. Good understanding of reporting and MS office tools Language preferred - English, Bengali, Marathi, Tamil.
Role & responsibilities Lead generation: Generate new customer leads through various Inbound & outbound calls and provide a healthy sale pipeline. Customer Assessment: Evaluate the financial situation of customers, including their income, expenses and outstanding debts, to understand their eligibility for the debt relief program. Debt Counseling: Provide guidance on the debt settlement process, including budgeting, savings plans, etc. Program Enrollment: Assist customers in enrolling in the debt relief program, explaining program benefits, requirements and next steps. Documentation: Ensure all necessary documentation is collected, verified and accurately recorded in the customer management system. Relationship management: Maintain regular contact with customers to monitor progress, address any concerns and encourage program adherence. Lead Management: Utilize the companys CRM system to update and manage customer interactions, ensuring timely follow-up and proper lead categorization. Compliance: Adhere to all regulatory and company guidelines while providing debt relief solutions, maintaining the highest standards of ethics and integrity. Targets: Achieving the assigned monthly sales targets. Collaboration: Work with other departments to provide feedback on customer needs and preferences, contributing to the evolution of current programs/ development of new programs. Role requirement: Educational Qualification & Experience: Bachelor's degree in any field. PGDM/MBA- Sales & Marketing will be an added advantage. Proven track record of success in B2C sales, preferably within the fintech or financial services industry. Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. Functional Skills Excellent communication and interpersonal skills in English and Hindi (additional languages are a plus), with the ability to build rapport and trust with diverse audiences. Strong understanding of consumer behavior and financial products, with the ability to simplify complex concepts for consumers. Understanding financial concepts such as budgeting, debt management, and savings. Proficiency in using CRM software and Microsoft Office (Word, Excel) Self-motivated and results-oriented, with a passion for exceeding targets and delivering exceptional customer experiences.