Executive/ Senior Executive - Customer Service Operation

Job Description based on your details and attached document, with all company names and branding removed.

Job Description: Executive / Senior Executive Customer Service Operations

Job Overview

We are looking for a detail-oriented and customer-focused Customer Service Executive / Senior Executive to manage and respond to customer queries through email communication. The role requires delivering timely, accurate, and high-quality responses while ensuring adherence to service standards, SLA/TAT, and customer satisfaction metrics such as NPS.

Position Details

* Position Title: Executive / Senior Executive

* Vacancies: 01

* Department: Customer Service Operations

* Work Location: Corporate Office, Malad, Mumbai

* Grade & CTC Range:

* Executive Grade: 2.80 LPA to 3.50 LPA

* Senior Executive Grade: 3.50 LPA to 4.50 LPA

* Working Days: Monday to Saturday (Sundays fixed off; Saturdays are working except 1 Saturday based on team roster)

* Notice Period: Immediate Joiner / 15 Days / 1 Month / Currently serving notice

Roles and Responsibilities

* Respond to customer queries and concerns via email in a professional and timely manner.

* Ensure all responses are clear, accurate, and aligned with company policies and processes.

* Maintain agreed Service Level Agreements (SLA) and Turnaround Time (TAT) for all customer interactions.

* Deliver high-quality customer experience to drive and maintain strong Net Promoter Score (NPS) performance.

* Handle customer complaints and escalations effectively with appropriate resolution.

* Maintain proper documentation of customer interactions and follow-up actions.

* Identify recurring issues and share feedback with internal teams for process improvements.

* Adhere to compliance, quality, and audit guidelines in all communications.

Candidate Profile & Key Skills

* Mandatory Language: Bengali (Fluent)

* Industry Preference: Life or General Insurance, or Call Centre / BPO background.

* Key Skills:

* Excellent written communication skills with strong grammar and attention to detail.

* Strong problem-solving and analytical abilities.

* Ability to handle high email volumes efficiently.

* Customer-centric mindset with a focus on quality and satisfaction.

* Familiarity with customer experience metrics like NPS.

* Ability to multitask and manage priorities in a fast-paced environment.

* Collaborative working spirit with the ability to work seamlessly across teams to resolve complex situations.

Eligibility Criteria

* Education: Graduate Degree in any field.

* Work Experience:

* 12 years of experience in Insurance, Banking, Finance, or Call Center environment.

* Prior experience in customer service / email support preferred.

* Experience working with CRM tools and email management systems.

Compensation: 280,[hidden],000.00 per year

Work Location: In person .