Customer Care Executive
6 days ago
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
Good communication skills
Good call quality
Excel proficiency
Email writing skills
PERFORMANCE INDICATORS
Process (Quality of calls, recording and reporting)
- Customer Centricity (Inbound and outbound calls)
- Innovation and learning
- Interpersonal skills
- Report Generation
Branch Visit
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
Read: Hindi, English and Kannada/Gujrati/Marathi.
Write: Hindi, English and Kannada/Gujrati/Marathi.
Speak: Hindi, English and Kannada/Gujrati/Marathi.
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