Customer Care Service

COMPANY OVERVIEW

Join a leading, fast-growing player in the financial services and insurance sector. We pride ourselves on operational

excellence and a strong consumer-first approach. We are looking for dynamic, energetic, and customer-centric

freshers or early-career professionals to join our high-performing Customer Success & Operations team in Navi

Mumbai.

JOB OVERVIEW

The Associate Customer Retention role is a foundational operational position designed to ensure seamless service

delivery and high retention levels across our active customer base. This position offers exposure to multiple

communication channels, direct utilization of industry-leading CRM platforms, and a structured learning curve within

the banking, financial services, and insurance (BFSI) sector.

KEY RESPONSIBILITIES

Your day-to-day responsibilities will bridge three core operational channels:

1. Inbound Customer Support

Handle 100% of incoming customer queries professionally over the phone.

Address inquiries related to policy servicing, payment processing, premium requests, customer complaints, and

comprehensive details of new or existing products.

Ensure all customer call interactions are accurately documented, logged, and dispositioned within the company's

CRM system.

Direct specialized requests or unresolved complex complaints to the respective internal departments for swift

resolution and close-looping.

2. E-mail Support

Manage, process, and resolve incoming customer service emails received on the official corporate service

helpdesk.

Maintain identical strict performance benchmarks regarding accuracy, proper ticket tagging, and compliance

standards as inbound voice calls.

3. Outbound Calling & Engagement

IVR Recovery: Proactively connect with customers who abandoned their calls on the IVR system to capture

their queries and resolve outstanding issues.

Callback Requests: Promptly follow up on formal service requests submitted by consumers through our official

website portal.

Unclaimed Funds: Initiate critical outbound communication to assist customers whose unclaimed amounts are

resting with the firm, guiding them securely through the documentation and redemption process.

Feedback Collection: Contact customers across various lifecycle touchpoints to gather actionable feedback

regarding their service experience.

Ad-hoc Campaigns: Lend support to dynamic, business-driven outbound calling campaigns based on real-time

operational needs.

CANDIDATE PROFILE & QUALIFICATIONS

Educational Background: Graduate or actively Pursuing Graduation.

Experience Level: 0 to 6 months of corporate experience. Freshers are highly encouraged to apply. Prior

experience of up to 6 months in the Insurance or BFSI sector is a distinct advantage.

SKILLS & COMPETENCIES

Strong verbal and written communication skills in English and Hindi (knowledge of an additional regional

language is a plus).

Active listening skills balanced with an empathetic, customer-first mindset.

Basic computer literacy and a high comfort level navigating multi-tab CRM software, databases, and general

system tools.

Ability to de-escalate and handle customer complaints calmly, showcasing robust problem-solving skills under

operational pressure.

High energy levels, professional adaptability, and a strong willingness to learn corporate workflows and

compliance processes quickly.

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 6 months of experience.