Customer Service Executive

We are looking for customer-oriented and communication-focused professionals for the role of Customer Service Executive Toll-Free / Inbound & Outbound Calling.

The candidate will be responsible for handling customer calls received through the toll-free/inbound channel, making outbound calls for customer follow-ups, addressing queries and complaints, and coordinating with internal teams to ensure timely resolution of customer concerns.

Key Responsibilities:

• Handle customer queries, complaints, and service requests received through the toll-free/inbound calling channel.
• Make outbound calls to customers for follow-ups, resolution updates, pending requirements, feedback, and other service-related activities.
• Understand customer concerns and provide accurate information in line with company policies, processes, and regulatory guidelines.
• Handle customer complaints professionally and ensure appropriate resolution within defined TATs.
• Coordinate with internal departments such as Operations, Credit, Legal, Collections, IT, Branches, and other relevant teams for timely resolution of customer queries.
• Proactively follow up with internal stakeholders and customers on pending cases.
• Maintain proper records of customer interactions, call outcomes, complaints, and follow-ups in the relevant systems/CRM.
• Ensure accurate and timely updating of customer requests and resolutions in the system.
• Escalate complex or unresolved customer issues to the appropriate team within the defined TAT.
• Maintain high standards of customer service, call quality, professionalism, and customer satisfaction.
• Identify recurring customer issues and provide feedback to improve customer service processes.
• Achieve defined productivity, quality, TAT, and customer service parameters.

Required Skills and Experience:

• 1-5+ years of experience in Customer Service / Call Centre / Inbound & Outbound Calling, preferably within an NBFC, HFC, or Banking industry.
• Freshers with good communication and customer-handling skills may also be considered.
• Excellent verbal communication skills with a clear and professional approach.
• Good listening, interpersonal, and customer-handling skills.
• Ability to handle customer complaints and difficult conversations professionally.
• Basic understanding of customer service processes; knowledge of loan servicing / NBFC / HFC processes will be an added advantage.
• Good coordination and follow-up skills.
• Ability to work under defined TATs and productivity targets.
• Basic proficiency in MS Office and CRM/system applications.
• Strong problem-solving and analytical skills.
• Willingness to make outbound calls and handle a high volume of customer interactions.

Experience:
1-5+ years of relevant experience preferred. Freshers may also be considered.