Customer Service Executive - Bhadrak, Odisha

Birla Carbon; Hinoba-an; On-site; PHP 172,000 - 277,000; Full time

Job summary

Aditya Birla Group is seeking a Customer Service Executive in Bhadrak, Odisha to handle customer queries related to insurance policies and service requests across phone, email, and other approved channels.

You will coordinate with Sales, Insurance Operations, Underwriting, Claims, and insurer teams; maintain CRM records; support post‑sales engagement and renewals; ensure TAT and compliance. Strong communication and documentation discipline are essential.

Qualifications

• Graduate in any discipline.
• 1–3 years in customer service or related field.
• Freshers with strong communication skills may be considered.

Responsibilities

• Handle customer queries related to insurance policies, premiums, renewals, endorsements, claims, and policy status.
• Provide accurate information through phone, email, WhatsApp, or other approved channels.
• Process and coordinate policy servicing requests within defined turnaround times (TAT).
• Coordinate with Sales, Insurance Operations, Underwriting, Claims, and insurer teams for requirements and issue resolution.
• Follow up on proposals, policy documents, payments, renewals, and related transactions.
• Assist customers with documentation and ensure proper submission.
• Track complaints and service requests for timely closure.
• Maintain accurate records in CRM/ERP systems.
• Support sales with post‑sales service and improve customer retention.
• Identify renewal, cross-sell/up-sell opportunities and engagement.

Skills

Customer service

Communication

Coordination

Problem solving

Attention to detail

Education

Graduate in any discipline

Tools

MS Office

CRM systems

Email

Job description

At the Aditya Birla Group, our Corporate Vision is aligned and intricately woven with our People Vision.

Customer Service Executive - Bhadrak, Odisha

Job Description:

Key Responsibilities

• Handle customer queries related to insurance policies, premiums, renewals, endorsements, claims, and policy status.
• Provide accurate information to customers through phone, email, WhatsApp, or other approved communication channels.
• Process and coordinate policy servicing requests within defined turnaround times (TAT).
• Coordinate with the Sales, Insurance Operations, Underwriting, Claims, and insurer teams for customer requirements and issue resolution.
• Follow up on pending proposals, policy documents, payments, renewals, and other customer-related transactions.
• Assist customers with documentation requirements and ensure documents are collected and submitted correctly.
• Track customer complaints and service requests and ensure timely closure.
• Maintain accurate customer and policy records in CRM/ERP systems.
• Support the sales team by providing post-sales service and helping improve customer retention.
• Identify opportunities for renewals, cross-sell/up-sell, and customer engagement, where applicable.
• Ensure compliance with company policies, insurance regulations, and internal processes.
• Prepare daily/weekly reports related to customer requests, pending cases, complaints, renewals, and service performance.
• Escalate complex or unresolved customer issues to the appropriate supervisor/manager.
• Maintain high standards of customer service, professionalism, confidentiality, and data accuracy.
• Good verbal and written communication skills.
• Strong customer-handling and problem-solving abilities.
• Basic understanding of insurance products and policy processes.
• Good knowledge of MS Office, email, and CRM systems.
• Ability to manage multiple customer requests and meet TAT.
• Good coordination and follow-up skills.
• Attention to detail and accuracy in documentation.
• Ability to work effectively in a target- and process-driven environment.
• Customer-focused attitude with a professional and positive approach.

Qualification & Experience

• Education: Graduate in any discipline.
• Experience: 1-3 years in customer service, insurance operations, banking, financial services, or a related field.
• Freshers with strong communication skills may also be considered, depending on business requirements.

Key Performance Indicators (KPIs)

• Customer request resolution within defined TAT.
• Customer satisfaction and complaint-resolution rate.
• Policy servicing accuracy.
• Renewal and retention support.
• Productivity and daily case closure.
• Quality/compliance scores.
• Effective coordination with sales and internal operations teams.

Reporting

Reports to: Operations Manager / Team Leader - Operations

Employment Type: Full-time
Department: Operations
Business Channel: Insurance Sales

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