Walk-in | Customer Care Executive

Shriram Life Insurance; Rangareddy; On-site; INR 300,000 - 420,000; Full time

Job summary

Shriram Life Insurance in Hyderabad (Gachibowli) is seeking a Customer Care Executive for full-time permanent employment. The role centers on handling inbound and outbound customer interactions, resolving queries promptly, and maintaining high customer satisfaction.

You will manage calls, emails, and chats, adhere to company policies, and contribute to CRM updates and quality metrics while upholding a compliant, professional demeanor.

Qualifications

• Handle inbound/outbound calls, emails, and chat interactions professionally.
• Provide accurate information about products, services, and processes.
• Register and resolve customer queries, requests, and complaints as per company policies.
• Escalate unresolved issues to the appropriate department and ensure timely closure.
• Maintain a polite, empathetic, and professional tone at all times.

Responsibilities

• Handle inbound/outbound calls, emails, and chat interactions professionally.
• Understand customer needs and provide accurate information about products, services, and processes.
• Register and resolve customer queries, requests, and complaints as per company policies.
• Escalate unresolved issues to the appropriate department and ensure timely closure.
• Maintain a polite, empathetic, and professional tone at all times.

Job description

Position Title: Customer Care Executive

Department: Customer Service / Call Centre Operations

Location: Hyderabad HO, Gachibowli

Employment Type: Full-time / Permanent

1. Job Purpose

To handle inbound and outbound customer interactions efficiently, ensuring excellent customer service and resolution of queries within defined turnaround times (TAT). The role focuses on maintaining customer satisfaction, brand loyalty, and compliance with company service standards.

2. Key Responsibilities

1. Customer Interaction & Query Resolution

• Handle inbound/outbound calls, emails, and chat interactions professionally.
• Understand customer needs and provide accurate information about products, services, and processes.
• Register and resolve customer queries, requests, and complaints as per company policies.
• Escalate unresolved issues to the appropriate department and ensure timely closure.
• Maintain a polite, empathetic, and professional tone at all times.

2. Retention & Customer Relationship

• Promote retention by providing guidance and reassurance to customers planning to surrender or discontinue services.
• Identify opportunities for cross-selling or upselling (where applicable).
• Record all interactions in the CRM system accurately for future reference.

3. Data & Reporting

• Maintain daily call logs, disposition codes, and follow-up status in the system.
• Provide feedback and suggestions to improve service quality and customer experience.
• Support the team in achieving SLA, productivity, and quality metrics.

4. Compliance & Quality

• Adhere to company and regulatory compliance guidelines (IRDAI / TRAI / internal policies).
• Maintain data confidentiality and avoid unauthorized sharing of customer information.
• Participate in regular training, quality audits, and feedback sessions.

5. Key Performance Indicators (KPIs)

• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Customer Satisfaction Score (CSAT)
• Quality Monitoring Score
• Adherence to schedule and attendance
• Retention / Upsell conversion rate (where applicable)