Customer Care Executive

JOB RESPONSIBILITIES

- Make outbound or receive Calls to/from IndiaFirst Life Insurance customers as per

the defined calling script or business requirements

- Greet and welcome the customer with positive tonality and ensure a pleasant

conversation.

- Identify any customer concern and attempt first-contact resolution for simple queries.

- Escalate unresolved or complex concerns to the Team Leader as per SOP.

- Follow calling etiquettes, quality guidelines, and regulatory disclosures.

- Meet daily/weekly calling productivity numbers and quality benchmarks.

- Ensure 100% accuracy in shared information and documentation updated in CRM or as

required

- Maintain professional behavior and represent the brand positively during calls.

- Adhere strictly to IRDAI outbound calling guidelines — no misleading benefit framing, no

urgency manipulation, no misquoting of policy terms or premium.

- Attend all mandatory training sessions, product refreshers, script certifications, and QA

calibration sessions.

KEY PERFORMANCE INDICATORS

QUALITATIVE

- Voice quality, clarity, and professional communication.

- Always Represent the IndiaFirst brand.

Restricted

- Adherence to prescribed script and regulatory requirements.

- Ability to manage customer expectations and build trust.

- Quality/NPS parameter scores from audits.

QUANTITATIVE

- Daily call productivity (attempts + connected calls).

- Percentage of successful Welcome Calls completed.

- Average Handling Time (AHT).

- Accuracy in system updates and zero-error documentation.

- FTR% for basic queries.

PREFERRED CREDENTIALS

WORK EXPERIENCE

0–2 years of experience in Life Insurance / Banking / BPO / Customer Service (voice

process).

Prior experience on outbound dialer platforms

Experience with CRM tools (Salesforce preferred; any CRM acceptable) is an advantage

QUALIFICATIONS

Graduate (Mandatory).

Good communication skills in English + Hindi.

Candidate with additional regional language capability will have the opportunity may earn extra