AVP – Customer Service

<p>🚨 We’re Hiring | AVP – Customer Service | Gold Loan</p><p>📍 Location: Mumbai</p><p>💼 Experience: 8–12 Years</p><p>🏢 Industry: BFSI</p><p><br></p><p>We are looking for an experienced <strong>AVP – Customer Service</strong> professional to lead customer service and contact centre operations for the Gold Loan business.</p><p><br></p><p>🔹 Key Responsibilities:</p><p><br></p><p>• Manage a team of 40-45 direct telecallers handling lead generation, customer service & welcome calling</p><p>• Drive daily productivity, service levels, quality & overall team performance</p><p>• Set performance goals and ensure achievement of business & customer service objectives</p><p>• Conduct performance reviews, coaching, feedback & training</p><p>• Manage PAN India helpline operations including calls, emails, complaints, service requests & escalations</p><p>• Ensure timely resolution of customer queries, grievances & backend requests</p><p>• Develop, implement & regularly review SOPs for Contact Centre & Customer Service operations</p><p>• Establish clear roles, processes & escalation mechanisms</p><p>• Drive Gold Loan lead generation through existing & current customer segments</p><p>• Leverage contact centre operations for welcome calling and lead generation initiatives</p><p><br></p><p>📩 Interested candidates can share their updated CV at:</p><p>jaimin@thepremierconsultants.com</p><p><br></p><p>#Hiring #AVP #CustomerService #GoldLoan #NBFC #ContactCentre #CustomerExperience #TeamManagement #InboundCalls #Telecalling #LeadGeneration #FinancialServices #MumbaiJobs</p>

Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...