Customer Engagement Specialist

Chinmay Finlease Limited

Job Overview

Chinmay Finlease Limited is seeking a confident, proactive, and customer-focused Customer Engagement Specialist to connect with customers, understand their experience with our mobile application and services, collect valuable feedback, and maintain a positive brand reputation across the Google Play Store and Apple App Store. The ideal candidate must have strong English communication skills, confidence in speaking with customers over the phone, and the ability to coordinate with internal teams to ensure customer feedback and concerns are addressed effectively.

Key Responsibilities

• Customer Engagement and Experience

• Contact customers over the phone to understand their experience with the Chinmay Finlease mobile application and loan services.

• Collect customer feedback regarding the application, loan journey, customer support, and overall service experience.

• Build positive relationships with customers through professional and courteous communication.

• Identify customer concerns, suggestions, and areas for improvement.

• App Store and Play Store Reputation Management

• Encourage customers to share honest feedback and reviews about their experience on the Google Play Store and Apple App Store.

• Monitor, maintain, and improve the company's application ratings and online reputation.

• Track customer reviews, ratings, recurring complaints, and feedback trends.

• Coordinate with the relevant teams to address issues highlighted in app store reviews.

• Follow up on customer feedback and maintain accurate records of review-related activities.

• Customer Feedback and Issue Resolution

• Document customer feedback, complaints, suggestions, and recurring issues in the designated tracking system.

• Forward feedback to the relevant departments, including Product, Technology, Customer Support, Operations, and Marketing.

• Coordinate with cross-functional teams to ensure customer concerns are investigated and resolved.

• Follow up on pending issues and communicate updates to customers wherever required.

• Identify recurring customer pain points and recommend improvements to enhance customer satisfaction.

• Customer Testimonials and Success Stories

• Collect customer video testimonials, written testimonials, and success stories, subject to customer consent.

• Identify satisfied customers who can share their experiences with the company's application and services.

• Coordinate with the Marketing team to create customer stories, promotional content, and authentic brand communication.

• Maintain an organized database of customer testimonials, permissions, and feedback.

• Reporting and Performance Tracking

• Maintain daily records of customer calls, successful interactions, feedback collected, and follow-ups completed.

• Track app store reviews, ratings, customer satisfaction, and issue resolution status.

• Prepare daily, weekly, and monthly performance reports for management.

• Highlight common customer concerns and share actionable insights with relevant stakeholders.

• Maintain accurate customer interaction records while following company policies and data privacy requirements.

Requirements & Tech Stack

• English communication skills (verbal and written)
• Confidence in speaking with customers over the phone and handling different customer situations professionally.
• Strong interpersonal, listening, and relationship-building skills.
• Ability to communicate clearly, politely, and persuasively.
• Good coordination and follow-up skills.
• Ability to work with multiple departments and manage customer feedback efficiently.
• Basic knowledge of Android applications, Google Play Store, Apple App Store, and online reviews.
• Proficiency in MS Excel, Google Sheets, and basic reporting.
• Positive attitude, patience, accountability, and a customer-first mindset.

Important Requirements

• Strong English communication and confidence are mandatory.
• Comfortable making outbound calls and engaging with customers daily.
• Customer reviews must always be genuine and voluntary. Do not pressure customers, offer incentives for positive reviews, or manipulate ratings.
• Customer testimonials, videos, and personal information must be collected and used only with appropriate consent and in accordance with company policies.

Qualifications

• Prior experience in customer engagement, telecalling, customer support, or reputation management will be an advantage.