Job Purpose

To handle inbound and outbound customer calls, provide information about company products and services, address customer queries, follow up on customer requests, and ensure a high level of customer satisfaction while adhering to company policies and regulatory requirements.

Key Responsibilities

- Handle inbound and outbound customer calls professionally and courteously.
- Explain company products, loan schemes, repayment schedules, and services to customers.
- Assist customers with enquiries, requests, and complaints.
- Follow up with customers for documentation, payments, service requests, and feedback.
- Update customer interactions accurately in CRM and other systems.
- Coordinate with branches and internal departments for query resolution.
- Meet productivity, quality, and service level targets.
- Ensure compliance with company policies, RBI guidelines, and customer service standards.
- Maintain confidentiality of customer information.
- Support customer retention and relationship-building initiatives.

Desired Candidate Profile

- Graduate in any discipline.
- 0-3 years of experience in a call centre,



customer service, telecalling, or NBFC/banking environment.
- Valuable communication skills in English and regional language(s).
- Basic computer knowledge and familiarity with MS Office.
- Strong customer orientation and problem-solving skills.
- Ability to work in shifts and handle targets.

Key Skills

- Customer Service
- Telecalling
- Outbound & Inbound Calling
- Complaint Handling
- CRM Usage
- Communication Skills
- Follow-up & Coordination
- Data Entry
- Customer Relationship Management

KPIs

- Calls handled per day
- Average handling time (AHT)
- First call resolution (FCR)
- Customer satisfaction score (CSAT)
- Quality audit score
- Productivity and attendance adherence

Preferred Industry

NBFC, Banking, Financial Services, Insurance, BPO, Customer Support.

For a Sundaram Finance-style NBFC, I can also provide a specialized JD for Loan Service Calling, Collections Calling, Customer Retention Calling, or Lead Generation Calling.

📌 Call Centre (Chennai)
🏢 Sundaram Finance
📍 Chennai