(JD) Customer Relationship Executive (CRE) Service to Sales (S2S)

Position Title

Customer Relationship Executive (CRE) – Service to Sales (S2S)

Reporting To

Unit Manager / Team Leader – Service to Sales

Location

As per business requirement

Role Purpose The primary responsibility of the Customer Relationship Executive (CRE) – Service to Sales is to engage with existing customers, address service-related requirements, identify sales opportunities, generate qualified leads, and facilitate conversions through effective coordination with sales channels. The role focuses on enhancing customer experience while driving business growth through cross-sell, upsell, and recent policy opportunities.

Key Responsibilities

Customer Engagement & Service

- Interact with customers through outbound and inbound calls.
- Understand customer needs and resolve service-related queries.
- Ensure a superior customer experience during every interaction.
- Build and maintain long-term customer relationships.

Lead Generation
- Identify sales opportunities during customer interactions.
- Generate qualified leads for protection, savings, retirement, and investment

products.
- Warm up customers and create interest in relevant financial solutions.
- Schedule customer meetings with the respective sales teams.

Sales Support
- Coordinate with Sales Managers, Relationship Managers, DSF, Banca, and other

distribution channels.
- Ensure seamless lead handover and follow-up.
- Conduct conference calls where required for lead validation.
- Support sales teams in customer engagement and closure activities.

Performance Management
- Achieve assigned targets for:




- Lead Generation
- Number of Policies (NOP)
- First Year Premium (FYP)
- Conversion Ratios
- Productivity Metrics
- Maintain required call volumes, talk time, and occupancy levels.

Process & Compliance
- Adhere to all company processes, quality standards, and regulatory guidelines.
- Ensure accurate lead creation and documentation in CRM systems.
- Maintain complete call records and customer interaction history.
- Comply with audit and governance requirements.

Data Management & Reporting
- Update CRM and internal systems accurately.
- Track lead status and conversions.
- Share daily, weekly, and monthly performance reports.
- Maintain high standards of APR and operational hygiene.

Working Hours & Shift Details

Regular Shift

- Shift Timing: 9:00 AM to 8:00 PM
- Working Days: Monday to Saturday

Weekly Off Structure
- All Saturdays will be operational working days.
- Each CRE will be eligible for 2 Saturdays off per month as per the roster prepared

by the reporting manager.
- Weekly offs will be allocated based on business requirements and workload

planning.

Attendance Expectations

- Adherence to shift timings is mandatory.
- Employees are expected to maintain punctuality and availability throughout

scheduled working hours.




- Any planned leave or shift change must be approved by the reporting manager in

advance.

Key Performance Indicators (KPIs)

- Lead Generation Achievement
- First Year Premium (FYP)
- Number of Policies (NOP)
- Lead-to-Conversion Ratio
- Call Productivity
- Talk Time
- Occupancy
- Quality Scores
- Customer Satisfaction
- Compliance Adherence
- APR Hygiene & System Usage

Required Skills

Functional Skills

- Telecalling and customer handling
- Sales and lead generation
- Relationship management
- Objection handling
- Cross-selling and upselling
- CRM management

Behavioral Skills
- Excellent communication skills
- Customer-centric approach
- Result orientation
- Strong follow-up skills
- Team collaboration
- Problem-solving ability
- Time management
- Discipline and process adherence

Educational Qualification
- Graduate in any discipline.
- MBA/PGDM preferred.

Experience
- 0–5 years of experience in customer service, telecalling, insurance, banking, BFSI,

or sales operations.
- Experience in insurance or financial services will be preferred.

Key Expectations
- Generate quality leads through effective customer engagement.
- Maintain high calling productivity, occupancy, and talk time.
- Deliver assigned revenue, FYP, and policy targets.
- Ensure professional conduct in all customer interactions.
- Work closely with sales channels to maximize conversion opportunities.
- Maintain complete compliance with company policies and regulatory requirements.
- Contribute to business growth while maintaining customer satisfaction and

operational excellence.

📌 Customer Relationship Executive (Thane)
🏢 Forward
📍 Thane