Walk-in | Customer Care Executive Tamil, Gujrati, Bengali, Hindi

Shriram Life Insurance; Rangareddy; On-site; INR 240,000 - 360,000; Full time

Job summary

Shriram Life Insurance in Hyderabad is hiring a Customer Care Executive to handle inbound/outbound calls, emails and chats, ensuring resolution of queries within defined turnaround times.

The role focuses on customer satisfaction, brand loyalty and compliance with service standards in a full-time, on-site capacity at the Hyderabad HO in Gachibowli.

Qualifications

• Experience in customer service or call center operations.

Responsibilities

• Handle inbound and outbound calls, emails and chats professionally.
• Understand customer needs and provide accurate information about products, services and processes.
• Register and resolve customer queries, requests and complaints as per policies.
• Escalate unresolved issues and ensure timely closure.
• Maintain a polite, empathetic and professional tone at all times.
• Promote retention by guiding customers planning to surrender or discontinue services and identify cross-selling opportunities.
• Record all interactions in the CRM system for future reference.
• Maintain daily call logs, disposition codes and follow-ups; support SLA, productivity and quality metrics.
• Adhere to regulatory guidelines and internal policies; ensure data confidentiality.

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)