Walk-in || Customer Service Executive

Job Title: Customer Service Executive Voice Process (Personal Loans)

Experience: 0-4 years

Language : Only Tamil, Malayalam, Kannada, Telugu.

Job Location: Pune

Function: Customer Service / Customer Experience

Employment Type: Full-time

Role Overview:

Fibe is looking for a customer-focused and articulate Customer Service Executive to join our Voice Process team supporting salaried customers across our personal loan products. The role involves handling inbound and outbound calls to resolve customer queries, assist with loan-related processes, and ensure a smooth, satisfying customer experience at every touchpoint.

Core Responsibilities:

• Handle inbound and outbound calls from salaried customers regarding personal loan applications, disbursals, EMIs, repayments, and account queries.
• Provide accurate, timely, and courteous resolution to customer queries and complaints, ensuring first-call resolution wherever possible.
• Assist customers with loan statements, repayment schedules, foreclosure requests, and NOC-related queries.
• Escalate unresolved or complex issues to the appropriate internal teams and follow up until closure.
• Accurately log every customer interaction, feedback, and resolution in the CRM system.
• Meet and exceed daily/monthly targets on call quality, Average Handling Time (AHT), Customer Satisfaction (CSAT), and adherence to schedule.
• Ensure strict adherence to RBI/company compliance guidelines, data privacy norms, and call quality standards.
• Collaborate with cross-functional teams (collections, credit, tech) to resolve customer issues efficiently.