Telecaller

(i) Inbound

Calls will be received on the inbound for the below broad queries:

• Service/Payment related queries

• Requests

• Complaints

• New / existing Product enquiries

• Miscellaneous 100 % of the queries to be addressed on call and all call interactions to be tagged in

the provided CRM.

All customer requests and complaints to be tagged in the provided CRM and relevant tickets to be

redirected to the respective internal departments for close looping.

(ii) E-mails: customers will email on service@bhartiaxa.com. Process to be followed is same as

Inbound.

(iii) Outbound:

• Out calling done for calls which have been abandoned on IVR Requests • Outcalling for service call

back requests received on Website

• Outcalling to customers whose unclaimed amount is lying with the company and needs to be

redeemed

• Outcalling to gather feedback on the experience of the customer after accessing services on

various touchpoints

• Ad-hoc service outcalling to customers basis business request

Role: Customer Retention - Voice / Blended

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Voice / Blended

Education

UG: B.B.A. / B.M.S. in Finance, Finance And Marketing, Financial Management, B.Com in Finance,

Finance And Taxation, Financial Markets

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