Customer Relationship Executive (CRE)… at Aditya Birla… · Mumbai…

Job Description (JD) Customer Relationship Executive (CRE) – Service to Sales (S2S)

Position Title

Customer Relationship Executive (CRE) – Service to Sales (S2S)

Reporting To

Unit Manager / Team Leader – Service to Sales

Location

As per business requirement

Role Purpose

The primary responsibility of the Customer Relationship Executive (CRE) – Service to Sales is to engage with existing customers, address service-related requirements, identify sales opportunities, generate qualified leads, and facilitate conversions through effective coordination with sales channels. The role focuses on enhancing customer experience while driving business growth through cross-sell, upsell, and new policy opportunities.

Key Responsibilities

Customer Engagement & Service

• Interact with customers through outbound and inbound calls.
• Understand customer needs and resolve service-related queries.
• Ensure a superior customer experience during every interaction.
• Build and maintain long-term customer relationships.

Lead Generation

• Identify sales opportunities during customer interactions.
• Generate qualified leads for protection, savings, retirement, and investment products.
• Warm up customers and create interest in relevant financial solutions.
• Schedule customer meetings with the respective sales teams.

Sales Support

• Coordinate with Sales Managers, Relationship Managers, DSF, Banca, and other distribution channels.
• Ensure seamless lead handover and follow-up.
• Conduct conference calls where required for lead validation.
• Support sales teams in customer engagement and closure activities.

Performance Management

• Achieve assigned targets for:
• Lead Generation
• Number of Policies (NOP)
• First Year Premium (FYP)
• Conversion Ratios
• Productivity Metrics
• Maintain required call volumes, talk time, and occupancy levels.

Process & Compliance

• Adhere to all company processes, quality standards, and regulatory guidelines.
• Ensure accurate lead creation and documentation in CRM systems.
• Maintain complete call records and customer interaction history.
• Comply with audit and governance requirements.

Data Management & Reporting

• Update CRM and internal systems accurately.
• Track lead status and conversions.
• Share daily, weekly, and monthly performance reports.
• Maintain high standards of APR and operational hygiene.

Working Hours & Shift Details

Regular Shift

• Shift Timing: 9:00 AM to 8:00 PM
• Working Days: Monday to Saturday

Weekly Off Structure

• All Saturdays will be operational working days.
• Each CRE will be eligible for 2 Saturdays off per month as per the roster prepared by the reporting manager.
• Weekly offs will be allocated based on business requirements and workload planning.

Attendance Expectations

• Adherence to shift timings is mandatory.
• Employees are expected to maintain punctuality and availability throughout scheduled working hours.
• Any planned leave or shift change must be approved by the reporting manager in advance.

Key Performance Indicators (KPIs)

• Lead Generation Achievement
• First Year Premium (FYP)
• Number of Policies (NOP)
• Lead-to-Conversion Ratio
• Call Productivity
• Talk Time
• Occupancy
• Quality Scores
• Customer Satisfaction
• Compliance Adherence
• APR Hygiene & System Usage

Required Skills

Functional Skills

• Telecalling and customer handling
• Sales and lead generation
• Relationship management
• Objection handling
• Cross-selling and upselling
• CRM management

Behavioral Skills

• Excellent communication skills
• Customer-centric approach
• Result orientation
• Strong follow-up skills
• Team collaboration
• Problem-solving ability
• Time management
• Discipline and process adherence

Educational Qualification

• Graduate in any discipline.
• MBA/PGDM preferred.

Experience

• 0–5 years of experience in customer service, telecalling, insurance, banking, BFSI, or sales operations.
• Experience in insurance or financial services will be preferred.

Key Expectations

• Generate quality leads through effective customer engagement.
• Maintain high calling productivity, occupancy, and talk time.
• Deliver assigned revenue, FYP, and policy targets.
• Ensure professional conduct in all customer interactions.
• Work closely with sales channels to maximize conversion opportunities.
• Maintain complete compliance with company policies and regulatory requirements.
• Contribute to business growth while maintaining customer satisfaction and operational excellence.