Call Center Executive

Job Description

ROLE SUMMARY

A Call Center Executive at Muthoot Fincorp Ltd plays a critical role in delivering high-quality customer service and support. The primary responsibility involves handling outbound calls to assist customers with inquiries, resolve issues, and provide information on the companys financial products and services, such as loans, gold loans, insurance, and other offerings.

Additionally, the role involves updating customer information in the database, following up on leads, and contributing to customer satisfaction by delivering a positive experience.

KEY RESPONSIBILITIES

Customer Service and Support

Respond to customer inquiries, resolve complaints, and provide information about Muthoot Fincorps products and services.

Assist customers with various financial products, including loans, gold financing, insurance, and other financial services.

Guide customers through the application and claims processes and clarify terms, conditions, and eligibility criteria.

Handling Outbound Calls

Make outbound calls to follow up on customer inquiries, overdue payments, and promotional offers.

Conduct welcome or follow-up calls for new customers and first-time users of Muthoot services.

Educate customers on new products, services, and promotional offers, aiming to cross-sell or upsell as appropriate.

Data Management and Documentation

Accurately record details of customer interactions, inquiries, complaints, and feedback in the system.

Maintain an updated database of customer interactions to enable smooth handling of future queries and to assist in improving services.

Prepare daily, weekly, and monthly call reports for Managers review.

Complaint Resolution and Escalation

Resolve customer complaints by providing appropriate solutions and alternatives.

Escalate unresolved issues or complex cases to higher management or specialized departments.

Monitor the progress of escalated complaints to ensure they are addressed within a timely manner.