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.

Key Skills & Competencies

• 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