Toll-Free Executive Jobs Opening in Belstar Microfinance Limited at Ashok Nagar, Chennai
Job Description
Job Overview
We are looking for a Toll-Free Executive to manage escalated customer queries, complaints, and service-related concerns with the highest level of professionalism. This role involves handling sensitive issues, auditing customer interactions for compliance, and ensuring that every customer experience is seamless and satisfactory.
The ideal candidate must have strong communication skills, problem-solving abilities, and proficiency in Kannada (mandatory) along with fluency in English and Hindi for better interaction with diverse customers. This role is critical in building trust, maintaining customer satisfaction, and ensuring regulatory compliance.
Key Responsibilities
1. Customer Query & Complaint Handling
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Manage inbound and outbound calls from customers via the toll-free helpline.
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Handle escalated or complex customer complaints with tact and professionalism.
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Investigate and resolve customer issues related to services, products, or processes.
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Provide clear explanations, resolutions, and follow-ups to ensure customer satisfaction.
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Maintain a calm and empathetic approach when dealing with frustrated or irate customers.
2. Escalation Management
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Act as the primary escalation point for unresolved queries from junior customer service agents.
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Coordinate with relevant departments to resolve complex issues efficiently.
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Ensure that critical concerns are addressed promptly, keeping customers informed throughout the process.
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Document all escalated cases in the CRM system for tracking and reporting purposes.
3. Call Monitoring & Quality Auditing
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Audit call recordings, chat transcripts, and CRM entries to ensure accuracy and completeness.
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Check compliance with standard operating procedures (SOPs) and company guidelines.
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Identify service gaps and provide feedback to improve customer interaction quality.
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Report any deviations or compliance issues to management for corrective action.
4. Compliance & Regulatory Adherence
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Ensure all customer interactions comply with company policies and regulatory standards.
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Follow guidelines related to data privacy, confidentiality, and security.
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Stay updated on relevant legal and compliance requirements affecting toll-free operations.
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Maintain audit-ready records of all customer communications and resolutions.
5. Communication & Coordination
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Work closely with other departments like technical support, billing, operations, and quality teams to resolve queries.
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Coordinate with team leads and managers to improve processes and reduce escalations.
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Share critical customer feedback with the product or operations teams to drive improvements.
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Participate in team meetings and training sessions to stay updated on process changes and product knowledge.
6. Reporting & Documentation
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Maintain accurate records of customer complaints, resolutions, and escalations.
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Prepare daily, weekly, and monthly reports on call quality, escalation trends, and customer satisfaction.
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Assist management in analyzing performance data and identifying areas for improvement.
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Support training teams by sharing insights from audits and customer feedback.
Required Skills & Competencies
1. Technical & Process Skills
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Proficiency in handling CRM software, call center systems, and toll-free helpline tools.
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Familiarity with call auditing techniques and customer complaint resolution workflows.
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Basic knowledge of regulatory compliance guidelines related to customer support.
2. Language Skills
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Kannada (Mandatory) – Must be able to speak, read, and write fluently.
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Proficiency in English and Hindi is preferred for handling diverse customers.
3. Communication Skills
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Excellent verbal and written communication abilities.
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Active listening skills with the ability to empathize and reassure customers.
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Confidence in managing challenging conversations and calming dissatisfied customers.
4. Soft Skills
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Strong problem-solving and analytical skills.
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High attention to detail, especially during call audits and documentation.
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Ability to multitask and work under pressure in a fast-paced environment.
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Professionalism, discretion, and confidential handling of sensitive customer data.
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Team-oriented approach with a positive attitude.
More information about this Toll-Free Executive Job
Please go through the below FAQs to get all answers related to the given Toll-Free Executive job
- What are the job requirements to apply for this Toll-Free Executive job position?
- Ans: A candidate must have a minimum of 1 to 3 year experience as an Toll-Free Executive
- What is the qualification for this job?
- Ans: The candidate can be a Graduate from any of the following: B.Com, BA, BBA/BBM, BCA
- What is the hiring Process of this job?
- Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
- This Toll-Free Executive is a work from home job?
- Ans: No ,its not a Work from Home Job.
- How many job vacancies are opening for the Toll-Free Executive position?
- Ans: There are immediate 1 job openings for Toll-Free Executive in our Organisation.
Job Particulars
About Company
About Belstar:
Belstar Microfinance Limited (Belstar) is a Non-Banking Finance Company (NBFC) and a subsidiary of Muthoot Finance Limited. Guided by an expert Board member team and an able leadership, the company has successfully transitioned into a profitable and high-potential Microfinance Institution (MFI) with low credit risk. Belstar’s business model is unique as it pursues a double bottom line focusing on both financial performance as well as social performance with the assistance of the Hand in Hand India in alleviating poverty coupled with community development.
