01Overview
Company Description Arohan Financial Services Limited, established in 2006 in Kolkata and part of The Aavishkaar Group, is among Indias largest NBFC Microfinance Institutions. The organization holds strong ratings, including an A (Stable) bank loan rating, MF1 MFI grading, SP1 Social Performance rating, and C1 COCA Dimensions, reflecting robust performance and governance. Arohan is Great Place to Work-Certified and has been recognized among Indias Top 100 Best Workplaces, Best Workplaces in Microfinance India, and Top 30 Best Workplaces in BFSI in 2022. Guided by a mission to empower underserved households and small businesses with sustainable financial services, Arohan aims to positively impact 28 million lives by 2028. Candidates can learn more about the organization through its social media presence on Twitter and Facebook.
Role Description The Senior Customer Service Representative role is a full-time, on-site position based in Raniganj. The individual in this role will handle customer inquiries and service requests, provide accurate information about Arohans financial products, and resolve issues in a timely and professional manner. Day-to-day responsibilities include managing customer interactions via in-person visits and phone calls, maintaining service records, and ensuring high levels of customer satisfaction and experience. The role also involves supporting junior customer service staff, escalating complex cases when necessary, and collaborating with branch and operations teams to improve service processes. The Senior Customer Service Representative is expected to uphold regulatory and company policies while promoting Arohans mission and values in every customer interaction.
Qualifications
Strong customer service and customer support skills, with the ability to manage diverse customer needs effectively.Experience in driving customer satisfaction and enhancing overall customer experience in a financial services or similar environment.Prior experience as a Customer Service Representative or in a customer-facing role, ideally within NBFCs, MFIs, or BFSI.Excellent communication and interpersonal skills, with the ability to explain financial products clearly and build trust.Proficiency in local language(s) and working-level English; comfort with basic computer and telephony systems.Ability to work on-site in Raniganj, manage multiple tasks, and maintain accuracy and attention to detail.Minimum educational qualification: graduate degree in any discipline; relevant certifications in customer service or financial services are an advantage.Demonstrated integrity, empathy, and commitment to serving underserved communities and supporting Arohans mission. .
