Walk-in || Urgent walking interviews Sr CSE/CSE(Customer Service Executive)

Role & responsibilities

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 FinCorps 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 FinCorps 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 customers 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.

Preferred candidate profile

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.