CUSTOMER sErvice REPRESENTATIVE

Role Overview

As a Customer Service Representative, you will be the first point of contact for clients such as handling queries, resolving issues, and ensuring smooth service across their financial journey.

Your role directly impacts client satisfaction, retention and trust. The role is focused on delivering consistent service, managing queries, supporting renewals and transactions, and strengthening client relationships. This role is ideal for empathetic communicators who are detail-oriented and passionate about customer success.

Key Responsibilities

· Handle inbound and outbound client calls/messages

· Address queries related to policies, investments, and service.

· Provide clear and accurate information

· Resolve client complaints and service requests promptly

· Coordinate with internal teams (sales, operations) for quick closure

· Track pending requests and ensure timely completion

· Maintain proper follow-up until resolution

· Update CRM with client interactions and service requests

· Maintain accurate service records

· Ensure a smooth and hassle-free experience for every client.

· Build trust through professional and empathetic communication

· Assist with event invitations, webinars and knowledge dissemination.

· Build rapport to ensure client retention and high service satisfaction.

· Submit daily reports on client interactions to the Manager.

Qualifications and Skills

· Graduate in any discipline (BAMMC / BMS preferred).

· 1–2 years of experience in client servicing, tele sales and CRM roles.

· Proficient in using CRM tools, MS Office and digital communication platforms.

· Strong verbal and written communication (English, Hindi, Marathi preferred).

· Positive attitude, empathy and ability to multitask.

Compensation & Benefits

Annual CTC

· ₹1.8 – ₹2.0 LPA (inclusive of fixed and performance-linked components)

Incentives

· Servicing Fees: Earned for proactive client service (as per KPIs).

· Activity Bonus: Incentives for cross-referrals or engagement support.

Work Benefits

· Annual performance appraisals.

· Rapid promotions as per performance.

· Skill enhancement opportunities via SmartFP’s development programs.

· Sponsored monthly themed celebrations/ events/ trips.

Work Culture

· Location: Lower Parel West, Mumbai

· 6‑day work week | 09:00 AM – 06:00 PM

· Holidays: As per bank holidays.

· Formal dress code; strong emphasis on punctuality and professionalism.

Growth Path

Customer Service Representative → Senior CSR → Relationship Manager