Designation : Customer Service Executive (CSE) Location : Kolhapur Key Skills : Customer Service Executive (CSE) Experience : 1-2 years job Profile : The CSE will be responsible for handling customer interactions for Back end / Front end and Sales profile with completely from Mutual Funds background at the following contact points; Preferably Amfi Certified Preferably Female Candidates Telephone / Faxes / Walk ? INS Telephone / Faxes: Will answer telephone calls for customer queries Will answer telephone calls from internal customers Will answer telephone calls with regards to issues raised by Investor and Broker Walk-ins: Will attend to customers and brokers visiting office for various purposes like redemption, queries, brochures, account statement etc Will provide all the required information with regards to a scheme Will fix appointments for a detailed sales representation at customer site Will follow the process for acceptance of applications (In locations where OPS and CS is not separated) Responsibilities: Answer customer queries to the satisfaction of the caller using CRM and logging queries in CRM Log in issues with the details in CRM and ensure closure within the respective Turn Around Time (TAT) Co-ordinate with Operations and CAMS for resolving issues and ensuring faster closures maintaining the TATS Send responses for mails and requests as per the company norm using the right literature and co-ordinate with the dispatch department for the same Escalate matters as per the escalation matrix within the time frames conveyed Will forward the snail-mails to the respective CSE in Corporate Office Will log all interactions in the CRM and ensure their closure and Pursue with Operations/ CAMS for cases sent to them Ensure closure within TAT of cases solved by Operations/ CAMS Will update herself on Product Knowledge, CRM, Compliance-related issues Help induct/ train new CSE Will respond to customers in accordance with the service standards set by the company Will be responsible for generating leads through cross-sell, up-sell in case of existing investors and also new prospect Leads Will follow defined processes Will attend to any other work as assigned from time to time. Contact Person : Neetu Contact No. : 022-40179696-611

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