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Job details:
Position Title: Client Executive — Australian Voice Process
Employer: Loch Corporate Services Private Limited
Location: Gurugram, India (Work from Office mandatory)
Position Type: Full time
Reports To: CRM Manager
Shifts: Rotational
Openings: 06
About the Organisation
Loch Corporate Services Private Limited is a professional services firm delivering a broad range of solutions across administrative, technical, marketing and specialised operational areas. Established with a focus on high quality and compliant service delivery, Loch supports organisations seeking integrated support functions under a single trusted provider. The firm is committed to strict confidentiality standards, consistent quality controls and seamless collaboration with client teams across multiple sectors.
Purpose of the role
As a Client Executive, you are the voice of the firm. You are the first person a client speaks to, and often the person they interact with the most. Your role is to ensure that every client — from first contact to final resolution — feels welcomed, informed, and confident that their matter is in capable hands. You are responsible for delivering a seamless, professional, and empathetic client experience across every call, email, and interaction while maintaining the highest standards of accuracy and confidentiality.
Responsibilities and duties
Client Communication
- Handle inbound and outbound calls with Australian clients — enquiries, follow-ups,
scheduling, and issue resolution
- Respond to emails promptly with clear, professional, and personalised communication
- Follow a structured contact sequence for all leads (phone, voicemail, SMS, email) — no
enquiry goes unactioned
- Prioritise urgent and time-sensitive matters, escalating where needed
- Communicate proactively on delays or changes — clients should never have to chase you
Lead Management & Qualification
- Classify incoming enquiries by source, location, and nature of request
- Conduct qualifying conversations to understand client needs and determine the right next
step — booking, escalation, documentation, or closure
- Maintain a structured daily workflow, clearing the pipeline in priority order every morning.
CRM & Data Management
- Maintain accurate client records— contact details, notes, tags, pipeline stages, and
interaction history
- Follow strict data entry standards for names, emails, phone numbers, and addresses
- Log every interaction as a concise note — factual, actionable, no verbatim pasting
Scheduling & Coordination
- Book and manage client appointments with senior professionals
- Ensure all pre-appointment requirements are met — documents collected, details verified, correct professional assigned
- Chase outstanding documents proactively and monitor the daily schedule for delays or
issues.
Payments & Documentation
- Process card and bank transfer payments accurately, recording in both CRM and the
payment tracker
- Handle refund requests and payment follow-ups in coordination with the accounts team
Key deliverables
- All inbound calls answered promptly with a professional and welcoming first impression.
- Client enquiries actioned within defined TATs — no lead or request left unattended.
- Accurate and up-to-date client records maintained in the CRM at all times.
- Appointments scheduled, confirmed, and coordinated with all pre-requirements in place.
- Client emails responded to within defined TATs with clear, professional communication.
- Payments processed accurately with correct records maintained.
- Urgent matters identified, prioritised, and escalated within defined TATs.
- Outstanding documents and follow-ups chased proactively without needing to be reminded.
Compliance and confidentiality
- Handle sensitive client information — personal, financial, and legal — with strict
confidentiality at all times
- Follow all data handling, privacy, and security protocols without exception.
- Access client data only through authorised systems and devices.
- Log out of all systems at the end of every shift.
- Report any suspected data or confidentiality breach immediately.
Key relationships
- CRM Manager
- Stream Managers and Functional Leads
- Australian Client and Stakeholder Teams
- HR, Finance, and Legal
Essential skills
- Exceptional spoken English with clear pronunciation and confident, natural delivery.
- Strong written English — professional, concise, and error-free.
- Active listening — understanding the client's real need, not just their words.
- Empathy and emotional intelligence — making people feel heard, safe, and valued.
- Composure under pressure — staying calm when things get difficult.
- Presence of mind — quick thinking, sound judgement, knowing when to act and when to
escalate.
- Attention to detail — accuracy in data entry, documentation, and follow-through.
- Time management — juggling calls, emails, follow-ups, and admin without dropping anything.
- Cultural adaptability — comfort working with Australian clients and adopting Australian
professional communication norms.
- Ownership — following every client matter through to resolution.
Qualifications and experience
- Bachelor's degree in any discipline
- 2–4 years of experience in an international voice process at a reputed multinational
organisation.
- Excellent spoken English — clear pronunciation, confident delivery, natural conversational
flow.
- Strong written English — professional, concise, and error-free.
- Experience with CRM tools (Salesforce, HubSpot, Pipedrive, or similar).
- Willingness to work rotational shifts.
Employee benefits
Employees of Loch Corporate Services Private Limited are entitled to the following benefits:
- Four weeks of paid annual leave.
- Health insurance coverage.
- Provident Fund contributions in accordance with Indian regulations.
- Performance-linked bonuses, subject to eligibility and company policy.
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