based on your details and attached document, with all company names and branding removed.

: Executive / Senior Executive – Customer Service Operations

Job Overview

We are looking for a detail-oriented and customer-focused Customer Service Executive / Senior Executive to manage and respond to customer queries through email communication. The role requires delivering timely, accurate, and high-quality responses while ensuring adherence to service standards, SLA/TAT, and customer satisfaction metrics such as NPS.

Position Details

- Position Title: Executive / Senior Executive
- Vacancies: 01
- Department: Customer Service Operations
- Work Location: Corporate Office, Malad, Mumbai
- Grade & CTC Range:
- Executive Grade: ₹2.80 LPA to ₹3.50 LPA
- Senior Executive Grade: ₹3.50 LPA to ₹4.50 LPA
- Working Days: Monday to Saturday (Sundays fixed off; Saturdays are working except 1 Saturday based on team roster)
- Notice Period: Immediate Joiner / 15 Days / 1 Month / Currently serving notice

Roles and Responsibilities

- Respond to customer queries and concerns via email in a professional and timely manner.
- Ensure all responses are clear, accurate, and aligned with company policies and processes.
- Maintain agreed Service Level Agreements (SLA) and Turnaround Time (TAT) for all customer interactions.
- Deliver high-quality customer experience to drive and maintain strong Net Promoter Score (NPS) performance.




- Handle customer complaints and escalations effectively with appropriate resolution.
- Maintain proper documentation of customer interactions and follow-up actions.
- Identify recurring issues and share feedback with internal teams for process improvements.
- Adhere to compliance, quality, and audit guidelines in all communications.

Candidate Profile & Key Skills

- Mandatory Language: Bengali (Fluent)
- Industry Preference: Life or General Insurance, or Call Centre / BPO background.
- Key Skills:
- Excellent written communication skills with strong grammar and attention to detail.
- Robust problem-solving and analytical abilities.
- Ability to handle high email volumes efficiently.
- Customer-centric mindset with a focus on quality and satisfaction.
- Familiarity with customer experience metrics like NPS.
- Ability to multitask and manage priorities in a fast-paced environment.
- Collaborative working spirit with the ability to work seamlessly across teams to resolve complex situations.

Eligibility Criteria

- Education: Graduate Degree in any field.
- Work Experience:
- 1–2 years of experience in Insurance, Banking, Finance, or Call Center environment.
- Prior experience in customer service / email support preferred.
- Experience working with CRM tools and email management systems.

Pay: ₹280,000.00 - ₹450,000.00 per year

Work Location: In person

📌 Executive/ Senior Executive - Customer Service Operation (Malad)
🏢 Eventrics Multi Tasking Solutions
📍 Malad