Senior Customer Care Associate – Outbound

Job id - 1121226

Skills
Lead Generation

Job Description

Business Unit: Contact Center
Grade: AM2 / DM1
No. of Vacancies: 5
Location: Mumbai
CTC/Budget: 5 – 6 LPA

Job Summary

We are hiring Senior Customer Care Associates (Outbound Calling) for our Contact Center team. The role involves outbound calling to existing HNI customers for cross-selling banking products and converting New-to-Bank (NTB) leads generated through various digital campaigns. The candidate should be target-driven, customer-focused, and fluent in English and Hindi.

Key Responsibilities

  • Perform outbound calling to existing HNI customers for cross-selling and upselling.
  • Convert New-to-Bank (NTB) leads generated through digital campaigns.
  • Achieve daily calling productivity targets.
  • Meet daily lead generation targets for NTB customers and existing HNI base.
  • Drive daily/monthly conversion targets as per the goal sheet.
  • Attend daily team meetings to review performance and progress.
  • Ensure ESQ (Enhanced Service Quality) on every customer interaction.
  • Participate in regular training sessions on LUMOS.
  • Maintain adherence to code of conduct and compliance guidelines.
  • Ensure high-quality scores and clear proficiency test evaluations.

Eligibility Criteria

Qualification

  • Essential: Graduate
  • Desired: Postgraduate

Experience

  • Essential: Minimum 2 Years
  • Desired: 4 Years (Outbound / Banking / Contact Center preferred)

Key Skills & Competencies

  • Excellent communication and negotiation skills
  • Strong customer handling and conversion ability
  • Result-oriented and target-focused approach
  • Good knowledge of outbound calling and sales process
  • Highly fluent in English & Hindi
  • Ability to work in a fast-paced contact center environment

Preferred Candidate Profile

  • Experience in banking outbound sales / cross-selling
  • Good exposure to calling HNI customers and managing conversions
  • Comfortable working on productivity and performance metrics