Customer Service Executive

Customer Service Executive (CSE) LOCATION: PAN INDIA

ROLE SUMMARY The Customer Service Executive (CSE) interacts with walk-in customers on behalf of the organization. The role acts as a liaison, providing product/services information, handling business transactions and fulfilling customer inquiries with accuracy and efficiency on a day-to-day basis. The role also attracts potential customers by answering/responding to in-bound product and service queries and providing information about Muthoot FinCorp’s products portfolio. Operational Excellence Facilitate smooth functioning of the branch and deliver exceptional customer service while ensuring strict adherence to policies and procedures. Handle day-to-day business transactions including gold estimation and valuation, processing of customer queries, document verification, KYC etc. for approval in an efficient and timely manner. Attend walk-in customers, inbound calls, respond to emails, and provide information about Muthoot FinCorp’s products and services. Handle complaints, provide appropriate solutions and alternatives within the stipulated time and follow up to ensure resolution. Escalate unresolved issues to relevant internal teams for resolution and follow communication procedures, guidelines, and policies. Maintain all data and records related to daily transactions, file documents and ensure that all customer records are up to date and accurate. Customer Relations Address customer queries, grievances, escalations etc. and ensure resolution to deliver customer delight. Communicate, remind, and follow up with existing customers about their accounts, payment schedule, overdue, etc., and maintain effective relationship to build customer loyalty. Interact with the customer, collect feedback, and take note of the customer’s suggestions on what can potentially improve their experience. Business Development Promote and maintain positive relations with both existing and potential customers. Provide information about Muthoot’s products or services to prospective customers. Engage and interact with walk-in customers to identify their needs and suggest suitable products or services that can benefit the customer. Compliance Uphold Muthoot FinCorp’s vision & values, ensure high ethical standards and adherence to Manual of Instructions, regulatory and statutory guidelines, and maintenance of records, assets, statutory registers, etc. Ensure prompt intimation and escalation of incidents/fraudulent activities.

EDUCATION / EXPERIENCE Minimum Qualification: Undergraduate or Bachelor's degree in Business Administration, Management, or equivalent.

Nature of Experience: 0-2 years of work experience in customer support/facing roles or field Sales. Proficiency in MS Office, any CRM or ERP systems are desirable. Bilingual with a sound understanding of the local market and its dynamics.