Customer Service Consultant

TVS Credit Services Ltd; Khordha, Prayagraj, Kolkata; On-site; INR 250,000 - 400,000; Full time

Job summary

TVS Credit Services Ltd is seeking a Consultant in the Customer Experience department to manage in-person customer interactions, address queries, and handle grievances with professionalism. The role requires strong communication skills and knowledge of financial products, with fluency in English and the local language as per location.

Key duties include greeting visitors, providing accurate information about loan statuses, NOC, RC, refunds and e-mandates, resolving complaints promptly, and

Qualifications

• Experience in direct face-to-face customer handling
• Managing grievances and complaint handling
• Fluency in English and a local language based on location
• Knowledge of loan products and banking services

Responsibilities

• Greet and assist customers who visit the area office
• Address customer queries and concerns related to services
• Provide accurate and timely information regarding loan account statuses, NOC, RC, Refund, E-mandate and other necessary services
• Resolve customer complaints and issues in a professional and timely manner
• Conduct follow-up calls or meetings to ensure customer satisfaction and resolve outstanding issues
• Maintain a thorough understanding of the companys products and services
• Educate customers about self-service features/channels, benefits, etc.
• Maintain customer visit records in CRM with purpose of visit and resolution details
• Adhere to company policies, procedures, and regulatory requirements
• Prepare regular reports on customer interactions, transaction volumes, and feedback
• Work closely with Sales, Collection and other CFT members and departments to ensure seamless customer experience delivery
• Provide feedback to management on customer trends and potential areas for improvement
• Check cross sell & Insta card eligibility and capture leads to contribute to Revenue generation

Skills

Communication skills

Financial products knowledge

Customer service

Education

Bachelor's degree in business administration, Finance, or a related field

Tools

CRM systems

Job description

Job Purpose

Responsible for managing customer interactions and ensuring superior service experience by addressing queries, complaints, and requests effectively. Requires strong communication skills, sound knowledge of financial products, and the ability to handle diverse customer situations with professionalism.

Position Title

Consultant

Department

Customer Experience

Mandatory to have- Experience in direct face-to-face customer handling, managing grievances and complaint.

- Candidate must know English & local language based on location

Key Responsibilities

• Greet and assist customers who visit the area office.
• Address customer queries and concerns related to services.
• Provide accurate and timely information regarding loan account statuses, NOC, RC, Refund, E-mandate and other necessary services.
• Resolve customer complaints and issues in a professional and timely manner.
• Conduct follow-up calls or meetings to ensure customer satisfaction and resolve any outstanding issues.
• Maintain a thorough understanding of the companys products and services.
• Educate customers about self-service features/channels, benefits, etc.
• Maintain customer visit records in CRM with purpose of visit and resolution details.
• Adhere to company policies, procedures, and regulatory requirements.
• Prepare regular reports on customer interactions, transaction volumes, and feedback.
• Work closely with Sales, Collection and other CFT members and departments to ensure seamless customer experience delivery.
• Provide feedback to management on customer trends and potential areas for improvement.
• Should check the Cross sell & Insta card eligibility of customers and probe for customer interest to capture leads to contribute to Revenue generation

Qualifications

Bachelors degree in business administration, Finance, or a related field preferred.

Experience

Minimum 6 months experience in direct face-to-face customer handling, managing grievances and complaint. Well versed with Customer Experience Management

Location open for

Prayagraj, Bhubaneswar, Kolkata, Rajahmundry, Tirupur