Customer Service & Query Resolution

- Handle inbound and outbound customer interactions through calls, emails, chat, WhatsApp, and support tickets.
- Address customer queries related to loan applications, loan servicing, repayments, EMI schedules, NOCs, account statements, and other service requests.
- Ensure first-contact resolution wherever possible.
- Escalate unresolved issues to appropriate departments and track closure.

Complaint Management

- Register, investigate, and resolve customer complaints within defined timelines.
- Maintain complaint logs and update customers on resolution status.
- Ensure compliance with customer grievance redressal processes and regulatory requirements.

Service Request Processing

- Process customer requests such as:

- NOC issuance

- Statement requests

- Loan closure requests

- EMI schedule requests

- Payment reconciliation requests

- Customer profile updates
- Coordinate with Operations, Collections, Credit, Finance, and Technology teams for request fulfillment.

Customer Communication

- Provide accurate information regarding products, policies, and processes.
- Maintain qualified and empathetic communication at all times.
- Conduct follow-up calls to ensure customer satisfaction.





CRM & Documentation

- Record all customer interactions in CRM and support systems.
- Maintain complete and accurate customer records.
- Prepare daily and monthly reports on customer interactions and service metrics.

Process Improvement

- Identify recurring customer issues and suggest process improvements.
- Participate in customer experience initiatives and service quality enhancement projects.

Key Performance Indicators (KPIs)

- Customer Satisfaction Score (CSAT)
- First Contact Resolution (FCR)
- Average Response Time
- Average Resolution Time
- Complaint Resolution TAT
- Customer Retention and Service Quality Metrics
- Productivity and Ticket Closure Rates

Qualifications

- Graduate in any discipline.
- 13 years of experience in customer service, customer support, call center, banking, NBFC, fintech, insurance, or related industries.
- Freshers with excellent communication skills may also be considered.

Preferred Experience

- Experience in NBFC, Banking, Fintech, EV Financing, or Digital Lending.
- Familiarity with loan servicing and customer grievance handling.

📌 Walk-in || Customer Support Executive (Bengaluru)
🏢 Greaves Cotton
📍 Bengaluru