Customer Care Executive

Overview

India First Life Insurance is seeking motivated Customer Care Executives to engage with customers via outbound and inbound calls, ensuring a professional and positive communication experience that upholds the company's brand values and regulatory compliance.

Key Duties

• Make and receive calls to customers following specific scripts and business guidelines.
• Welcome customers warmly and maintain a positive tone throughout conversations.
• Resolve simple customer queries promptly; escalate complex issues to team leads as per procedures.
• Strictly comply with calling etiquette, quality standards, and regulatory disclosures set by IRDAI.
• Achieve daily and weekly call productivity and quality targets.
• Ensure complete accuracy of the information provided and proper documentation in the CRM system.
• Maintain professionalism and a positive representation of the India First Life Insurance brand during interactions.
• Avoid any misleading statements, pressure tactics, or misquotation of policy terms or premiums in adherence to regulatory guidelines.
• Participate in all mandatory training, product updates, script validation, and quality assurance calibration sessions.

Performance Metrics

• Qualitative: Clarity and professionalism of voice, consistent representation of brand values, adherence to scripts and regulations, customer trust management, and quality audit scores.
• Quantitative: Number of daily call attempts and connections, completion rate of welcome calls, average call handling time, precision in system updates, and first-contact resolution for basic issues.

Qualifications and Experience

• Graduation is mandatory.
• 0 to 2 years of experience in life insurance, banking, BPO, or customer service voice processes preferred.
• Experience with outbound dialer platforms and CRM tools such as Salesforce is advantageous.
• Proficiency in English and Hindi required; knowledge of additional regional languages may provide opportunities for extra earnings.