SME Lead / SPE- BFSI Customer Support, TOP MNC in Pune / Gurgaon

Futurz Consultancy Services; Dadri, Pune District, Gurugram District; On-site; INR 630,000 - 770,000; Full time

Job summary

Futurz Consultancy Services is seeking an experienced Customer Service professional for blended outbound and data processing tasks in a BFSI/search engine context. Roles are based in Pune or Gurgaon with rotational night shifts and a target to manage premium bookings and policy transactions.

Eligibility requires 1+ year in international BPO voice processes and a graduate level education. The position offers a competitive CTC up to 7 LPA plus NSA, with expectations of a 30% hike on current

Qualifications

• Minimum 1 year in Customer Service from International Voice process.
• Higher qualification accepted (Graduate or Postgraduate).

Responsibilities

• Handle inbound and outbound calls from nationwide customers.
• Assist with premium bookings to meet department goals.
• Ensure data integrity and accurate entry across multiple systems.
• Provide input in meetings and support training and QA functions.

Skills

Customer service

International BPO

Education

Any Graduate / Post Graduate

Job description

Job Profile :

• Work Location : Pune / Gurgaon


• Process: Customer Support (BFSI / Search Engine)


• Designation: SME / SPE (Individual Contributor)


• CTC Max.: 7 LPA + NSA (Expect 30% Hike on Current Salary).


• Shift timings: Rotational Night Shifts Flexible

Mandatory Experience:

• Must have Min. 1yr+ in Customer Service from International Voice process


• Qualification: Any Graduate / Post Graduate

Eligibility:

• SPE Level : Must have Min. 1yrs+ in Customer Service from International BPO Voice Process Experience.


• SME Level (Pune Only) : Must have Min. 4yrs+ in Customer Service with 1yr+ as SME / Expert / Process Specialist / Lead from International BPO Voice Process Experience.

Job Description:

For Blended processes (Outbound Call and Task Processing):

• Consistently maintains a level of accuracy in accordance with the established standards


• Consistently maintains a level of production in accordance with the established standards


• Consistently maintains personal cycle time results in accordance with established standards to support unit and department results


• Responsible for managing inbound and outbound calls from the end customer of Nationwide


• Assists with booking of premium in support of meeting department and company premium goals


• Responsible for simultaneous coding and entry of complex direct and ceded policy transaction types for multiple lines of business by using several computer applications


• Responsible for completing data integrity assignments as needed


• Participate in meetings and gives input and direction to the customer base


• Acts as back up to the training, quality assurance, and/or supervisory functions, whenever necessary


• Responsible for ordering and interpreting query reports in order to resolve more complex requests