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