About the role
- Respond to inbound customer calls, emails, and chat messages in a courteous and timely manner.
- Identify, investigate, and resolve client issues related to BFSI products and services.
- Provide accurate information on account status, transaction details, and policy terms.
- Escalate complex or high‑priority cases to senior support or relevant departments.
- Document all interactions in the CRM system, ensuring data integrity and compliance.
- Follow up with customers to confirm issue resolution and gather feedback.
- Assist in preparing daily and weekly service performance reports.
- Participate in training sessions to stay updated on product changes and regulatory requirements.
- Support back‑office operations such as data entry, verification, and record maintenance.
- Contribute ideas for process enhancements to improve efficiency and customer experience.
- Bachelor's degree in Business, Finance, or related field (or equivalent experience).
- 1–2 years of experience in a customer care or back‑office role, preferably in BFSI.
- Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM software and Microsoft Office Suite.
- Ability to handle high call volumes while maintaining quality standards.
- Customer‑focused mindset with a commitment to service excellence.
- Basic understanding of banking, insurance, or financial services regulations.
- Flexibility to work in shifts, including occasional weekends or holidays.
- Team player with a positive attitude and willingness to learn.