Senior Customer Care Associate (Outbound)

Job id - 1121229

Skills
Lead Generation

Job Description

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

Role Summary

The Senior Customer Care Associate – Outbound will be responsible for outbound calling to existing HNI customers, cross-selling banking products, and converting New-to-Bank (NTB) leads generated through various digital campaigns. The role requires strong communication skills, customer focus, and achievement of defined productivity and conversion targets.

Key Responsibilities

  • Perform outbound calling to existing HNI customers and NTB leads.
  • Achieve daily calling productivity and lead generation targets.
  • Meet daily and monthly conversion targets as per assigned goal sheets.
  • Attend daily team meetings to review performance and progress.
  • Ensure ESQ (Excellent Service Quality) on every customer interaction.
  • Participate in regular training programs on LUMOS.
  • Adhere strictly to the organization’s code of conduct and compliance guidelines.
  • Maintain high-quality scores and successfully clear proficiency assessments.

Qualifications

Essential:
  • Graduate in any discipline
Desired:
  • Postgraduate qualification

Experience

Essential:
  • Minimum 2 years of relevant experience in outbound calling / contact center
Desired:
  • Up to 4 years of experience

Skills & Competencies

  • Excellent communication and negotiation skills
  • Strong customer focus with a result-oriented mindset
  • Fluency in English and Hindi
  • Ability to work with targets and performance metrics