Customer Care Executive

5 days ago

Kolkata, India Arohan Full time

JOB Description

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 Profile

5.1 Technical Competency

Description

  1. Good communication skills

  2. Good call quality

  3. Excel proficiency

  4. Email writing skills

  5. PERFORMANCE INDICATORS

  6. Process (Quality of calls, recording and reporting)

  7. Customer Centricity (Inbound and outbound calls)
  8. Innovation and learning
  9. Interpersonal skills
  10. Report Generation

  11. Branch Visit

  12. QUALIFICATION, EXPERIENCE, SKILLS

Minimum Qualifications: Graduate

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.

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