Walk-in | Customer Support Executive

Greaves Cotton Limited; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Greaves Cotton Limited is seeking an experienced customer service professional to manage inbound and outbound interactions across calls, emails, chat, WhatsApp, and tickets. You will handle loan-related queries, ensure first-contact resolution, and escalate issues as needed.

Ideal candidates bring 13 years of customer service experience or exceptional communication skills as freshers, with familiarity in NBFC, banking, fintech, or digital lending contexts.

Qualifications

• Graduate in any discipline.
• 13 years of experience in customer service, customer support, call center, banking, NBFC, fintech, insurance, or related industries.
• Freshers with excellent communication skills may also be considered.

Responsibilities

• Handle inbound and outbound customer interactions through calls, emails, chat, WhatsApp, and support tickets.
• Address customer queries related to loan applications, loan servicing, repayments, EMI schedules, NOCs, account statements, and other service requests.
• Ensure first-contact resolution wherever possible.
• Escalate unresolved issues to appropriate departments and track closure.
• Register, investigate, and resolve customer complaints within defined timelines.
• Maintain complaint logs and update customers on resolution status.
• Provide accurate information regarding products, policies, and processes.
• Maintain professional and empathetic communication at all times.
• Record all customer interactions in CRM and support systems.

Skills

Customer service

Communication skills

Domain experience (banking/NBFC/financ

Education

Graduation in any discipline

Job description

Customer Service & Query Resolution

• Handle inbound and outbound customer interactions through calls, emails, chat, WhatsApp, and support tickets.
• Address customer queries related to loan applications, loan servicing, repayments, EMI schedules, NOCs, account statements, and other service requests.
• Ensure first-contact resolution wherever possible.
• Escalate unresolved issues to appropriate departments and track closure.

Complaint Management

• Register, investigate, and resolve customer complaints within defined timelines.
• Maintain complaint logs and update customers on resolution status.
• Ensure compliance with customer grievance redressal processes and regulatory requirements.

Service Request Processing

• Process customer requests such as:
  • NOC issuance
  • Statement requests
  • Loan closure requests
  • EMI schedule requests
  • Payment reconciliation requests
  • Customer profile updates
• Coordinate with Operations, Collections, Credit, Finance, and Technology teams for request fulfillment.

Customer Communication

• Provide accurate information regarding products, policies, and processes.
• Maintain professional and empathetic communication at all times.
• Conduct follow-up calls to ensure customer satisfaction.

CRM & Documentation

• Record all customer interactions in CRM and support systems.
• Maintain complete and accurate customer records.
• Prepare daily and monthly reports on customer interactions and service metrics.

Process Improvement

• Identify recurring customer issues and suggest process improvements.
• Participate in customer experience initiatives and service quality enhancement projects.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Contact Resolution (FCR)
• Average Response Time
• Average Resolution Time
• Complaint Resolution TAT
• Customer Retention and Service Quality Metrics
• Productivity and Ticket Closure Rates

Qualifications

• Graduate in any discipline.
• 13 years of experience in customer service, customer support, call center, banking, NBFC, fintech, insurance, or related industries.
• Freshers with excellent communication skills may also be considered.

Preferred Experience

• Experience in NBFC, Banking, Fintech, EV Financing, or Digital Lending.
• Familiarity with loan servicing and customer grievance handling.