Walk-in | Customer Care Executive Bengali, Gujarati, Tamil

Shriram Life Insurance; Rangareddy; Hybrid; INR 180,000 - 300,000; Full time

Job summary

Shriram Life Insurance is hiring a Customer Care Executive to manage inbound and outbound interactions, resolve queries, and maintain high customer satisfaction. You will work in a dynamic call center environment with rotational shifts, both in-office and hybrid options.

You will use CRM systems and MS Office to log interactions, follow processes, and contribute to SLA targets. Strong English, Hindi, and local language skills are essential, with empathy and clear communication driving customer

Qualifications

• Graduate degree and language proficiency in English, Hindi and regional languages preferred.
• 3 years of experience in a call centre / customer service / BPO; insurance/financial services background is a plus.
• Shifts include rotational schedules; work from office or hybrid per policy.
• Strong communication, empathy, and customer orientation are essential.

Responsibilities

• Handle inbound and outbound calls, emails, and chats professionally.
• Register and resolve queries, requests, and complaints per policies.
• Escalate unresolved issues and ensure timely closure.
• Maintain CRM records and daily logs; support SLA and quality metrics.
• Promote retention and cross-sell opportunities where applicable.
• Ensure compliance with IRDAI/TRAI and data confidentiality.

Skills

Communication Skills

Empathy & Patience

Problem Solving

MS Office Proficiency

CRM Systems Knowledge

Teamwork

Time Management

Multitasking

Education

Graduate degree

Preferred: B.Com / B.A / BBA / B.Sc / MCA / MBA

Tools

CRM systems

MS Office

Job description

Role & responsibilities

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.

3. 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)

4. Skills & Competencies

• Communication Skills
• Excellent verbal and written communication in English and local language.
• Customer Orientation
• Ability to handle customers with empathy and patience.
• Problem Solving
• Analytical mindset to resolve issues quickly and accurately.
• Computer Proficiency
• Basic knowledge of MS Office (Word, Excel) and CRM systems
• Teamwork
• Ability to work collaboratively with peers and support functions.
• Time Management
• Ability to multitask and prioritize workloads efficiently.

5. Educational Qualification

Minimum: Graduate in any discipline (Preference: B.Com / B.A / BBA / B.Sc / MCA / MBA). Proficiency in English, Hindi, and regional languages preferred.

6. Experience

03 years of experience in a call centre / customer service / BPO environment. Experience in insurance, banking, telecom, or financial service industry will be an added advantage.

7. Working Conditions

• Rotational shifts including weekends and public holidays (as per business requirement).
• Work from office / hybrid (depending on company policy).
• Headset, desktop/laptop, and CRM system provided by company.

8. Growth Path

Customer Care Executive Senior Customer Care Executive Team Leader Assistant Manager Manager (Customer Experience)

9. Remuneration

Competitive salary based on experience and performance. Incentives linked to customer satisfaction, productivity, and retention targets.