Customer Care Representative

About the role

The Customer Care Representative ensures a seamless experience for Ujjivan’s branch customers, treating them as privileged clients and helping improve retention. Working directly in a branch, the role handles queries, grievances and non‑financial transactions while supporting sales and operational activities.

Key responsibilities

• Attend walk‑in customers, understand their needs and guide them through queries and product cross‑selling opportunities.
• Handle customer enquiries and complaints received via branch channels, escalating when necessary.
• Assist with non‑financial transactions such as mobile number updates, passbook printing, account statements, cheque‑book and ATM/PIN requests, and account closures.
• Conduct exit interviews for dropped‑out customers and report findings to the CRM team.
• Support service‑quality surveys, provide feedback on products/processes, and promote alternate channels like ATMs, kiosks and phone banking.
• Coordinate with cash, accounts and operations teams to ensure smooth branch functioning.
• Assist in Microfinance Plus activities and report any inappropriate collection practices.

Required profile

• Strong customer‑service orientation with the ability to address queries promptly.
• Good communication skills for face‑to‑face and telephone interactions.
• Attention to detail for handling documentation, scanning and data entry.
• Ability to work collaboratively with branch staff and support teams.

Required skills

What we offer

• Full‑time position within a growing micro‑finance bank.
• Opportunities to develop sales and customer‑relationship skills.
• Supportive team environment focused on customer satisfaction.