Customer Service Executive (CSE)
LOCATION: PAN INDIA
ROLE SUMMARY
The Customer Service Executive (CSE) interacts with walk-in customers on behalf of the organization. The role acts as a liaison, providing product/services information, handling business transactions and fulfilling customer inquiries with accuracy and efficiency on a day-to-day basis. The role also attracts potential customers by answering/responding to in-bound product and service queries and providing information about Muthoot FinCorp's products portfolio.
Operational Excellence
- Facilitate smooth functioning of the branch and deliver exceptional customer service while ensuring strict adherence to policies and procedures.
- Handle day-to-day business transactions including gold estimation and valuation, processing of customer queries, document verification, KYC etc. for approval in an efficient and timely manner.
- Attend walk-in customers, inbound calls, respond to emails, and provide information about Muthoot FinCorp's products and services.
- Handle complaints, provide appropriate solutions and alternatives within the stipulated time and follow up to ensure resolution.
- Escalate unresolved issues to relevant internal teams for resolution and follow communication procedures, guidelines, and policies.
- Maintain all data and records related to daily transactions, file documents and ensure that all customer records are up to date and accurate.
Customer Relations
- Address customer queries, grievances, escalations etc. and ensure resolution to deliver customer delight.
- Communicate, remind, and follow up with existing customers about their accounts, payment schedule, overdue, etc., and maintain effective relationship to build customer loyalty.
- Interact with the customer, collect feedback, and take note of the customer's suggestions on what can potentially improve their experience.
Business Development
- Promote and maintain positive relations with both existing and potential customers.
- Provide information about Muthoot's products or services to prospective customers.
- Engage and interact with walk-in customers to identify their needs and suggest suitable products or services that can benefit the customer.
Compliance
- Uphold Muthoot FinCorp's vision & values, ensure high ethical standards and adherence to Manual of Instructions, regulatory and statutory guidelines, and maintenance of records, assets, statutory registers, etc.
- Ensure prompt intimation and escalation of incidents/fraudulent activities.
EDUCATION / EXPERIENCE
Minimum Qualification:
Undergraduate or Bachelor's degree in Business Administration, Management, or equivalent.
Nature of Experience:
- 0-2 years of work experience in customer support/facing roles or field Sales.
- Proficiency in MS Office, any CRM or ERP systems are desirable.
- Bilingual with a sound understanding of the local market and its dynamics.
