Job Title: Call Centre Associate
Location: Thane | Department: Client Servicing
Job Summary
The Call Centre Associate will act as the first point of contact for end customers participating in consumer promotions, loyalty programs, and reward-based campaigns. The role focuses on delivering timely support, resolving queries, and ensuring a seamless customer experience across multiple digital and telephony touchpoints.
Key Responsibilities
- Manage inbound and outbound calls related to promotions, contests, cashback, and rewards
- Address customer queries on eligibility, participation, redemption, and timelines
- Assist users with technical issues involving SMS, QR codes, missed calls, and web/mobile platforms
- Record customer interactions, complaints, and resolutions accurately in CRM systems
- Validate invoices and images for reward processing as per defined SOPs and checklists
- Escalate complex or high-value cases to internal teams when required
- Adhere to SLAs, quality standards, and compliance guidelines
- Share recurring issues and customer feedback for process improvement
Eligibility & Skills
- Graduate with 03 years of customer support experience
- Strong communication skills and customer-focused approach
- Basic technical and CRM proficiency; attention to detail essential
