Customer Relationship Executive

Forward; Thane; On-site; INR 280,000 - 420,000; Full time

Job summary

Forward is seeking a Customer Relationship Executive (CRE) – Service to Sales (S2S) to engage with existing customers, identify sales opportunities, and generate qualified leads. You will coordinate with sales teams to ensure smooth lead handover and closures, while maintaining service excellence and compliance across CRM platforms.

The role demands strong communication, multi-tasking, and the ability to drive revenue through cross-sell, upsell and new policy opportunities.

Qualifications

• Graduate in any discipline; MBA/PGDM preferred.
• 0–5 years of experience in customer service, telecalling, insurance, banking, BFSI, or sales operations.
• Experience in insurance or financial services will be preferred.

Responsibilities

• Interact with customers through outbound and inbound calls and resolve service-related queries.
• Identify sales opportunities during customer interactions and generate qualified leads for protection, savings, retirement, and investment products.
• Coordinate with Sales Managers and other channels to ensure seamless lead handover and follow-up; support sales teams in engagement and closure.
• Achieve targets for Lead Generation, Number of Policies (NOP), First Year Premium (FYP), and conversion ratios.
• Adhere to company processes, quality standards, and regulatory guidelines; maintain audit and governance compliance.
• Update CRM and internal systems; track lead status and share daily/weekly/monthly performance reports.

Skills

Telecalling & customer handling

Sales & lead generation

Relationship management

Objection handling

Cross-selling & upselling

CRM management

Education

Graduate in any discipline

MBA/PGDM preferred

Tools

CRM software

Job description

Job Description (JD) Customer Relationship Executive (CRE) Service to Sales (S2S)

Position Title

Customer Relationship Executive (CRE) – Service to Sales (S2S)

Reporting To

Unit Manager / Team Leader – Service to Sales

Location

As per business requirement

Role Purpose

The primary responsibility of the Customer Relationship Executive (CRE) – Service to Sales is to engage with existing customers, address service-related requirements, identify sales opportunities, generate qualified leads, and facilitate conversions through effective coordination with sales channels. The role focuses on enhancing customer experience while driving business growth through cross-sell, upsell, and new policy opportunities.

Key Responsibilities

Customer Engagement & Service

• Interact with customers through outbound and inbound calls.
• Understand customer needs and resolve service-related queries.
• Ensure a superior customer experience during every interaction.
• Build and maintain long-term customer relationships.

Lead Generation

• Identify sales opportunities during customer interactions.
• Generate qualified leads for protection, savings, retirement, and investment products.
• Warm up customers and create interest in relevant financial solutions.
• Schedule customer meetings with the respective sales teams.

Sales Support

• Coordinate with Sales Managers, Relationship Managers, DSF, Banca, and other distribution channels.
• Ensure seamless lead handover and follow-up.
• Conduct conference calls where required for lead validation.
• Support sales teams in customer engagement and closure activities.

Performance Management

• Achieve assigned targets for:
• Lead Generation
• Number of Policies (NOP)
• First Year Premium (FYP)
• Conversion Ratios
• Productivity Metrics
• Maintain required call volumes, talk time, and occupancy levels.

Process & Compliance

• Adhere to all company processes, quality standards, and regulatory guidelines.
• Ensure accurate lead creation and documentation in CRM systems.
• Maintain complete call records and customer interaction history.
• Comply with audit and governance requirements.

Data Management & Reporting

• Update CRM and internal systems accurately.
• Track lead status and conversions.
• Share daily, weekly, and monthly performance reports.
• Maintain high standards of APR and operational hygiene.

Working Hours & Shift Details

Regular Shift

• Shift Timing: 9:00 AM to 8:00 PM
• Working Days: Monday to Saturday

Weekly Off Structure

• All Saturdays will be operational working days.
• Each CRE will be eligible for 2 Saturdays off per month as per the roster prepared by the reporting manager.
• Weekly offs will be allocated based on business requirements and workload planning.

Attendance Expectations

• Adherence to shift timings is mandatory.
• Employees are expected to maintain punctuality and availability throughout scheduled working hours.
• Any planned leave or shift change must be approved by the reporting manager in advance.

Key Performance Indicators (KPIs)

• Lead Generation Achievement
• First Year Premium (FYP)
• Number of Policies (NOP)
• Lead-to-Conversion Ratio
• Call Productivity
• Talk Time
• Occupancy
• Quality Scores
• Customer Satisfaction
• Compliance Adherence
• APR Hygiene & System Usage

Required Skills

Functional Skills

• Telecalling and customer handling
• Sales and lead generation
• Relationship management
• Objection handling
• Cross-selling and upselling
• CRM management

Behavioral Skills

• Excellent communication skills
• Customer-centric approach
• Result orientation
• Strong follow-up skills
• Team collaboration
• Problem-solving ability
• Time management
• Discipline and process adherence

Educational Qualification

• Graduate in any discipline.
• MBA/PGDM preferred.

Experience

• 0–5 years of experience in customer service, telecalling, insurance, banking, BFSI, or sales operations.
• Experience in insurance or financial services will be preferred.

Key Expectations

• Generate quality leads through effective customer engagement.
• Maintain high calling productivity, occupancy, and talk time.
• Deliver assigned revenue, FYP, and policy targets.
• Ensure professional conduct in all customer interactions.
• Work closely with sales channels to maximize conversion opportunities.
• Maintain complete compliance with company policies and regulatory requirements.
• Contribute to business growth while maintaining customer satisfaction and operational excellence.