About the role
- Respond promptly to inbound customer calls, emails, and chat messages.
- Identify, investigate, and resolve client issues while adhering to SLA timelines.
- Provide accurate information on BFSI products, services, and back‑office processes.
- Document all interactions in the CRM system with clear, concise notes.
- Escalate complex cases to senior support or relevant departments as needed.
- Follow up with customers to confirm issue resolution and gather feedback.
- Maintain up‑to‑date knowledge of industry regulations and internal policies.
- Assist in preparing daily and weekly performance reports for management.
- Participate in training sessions and continuous improvement initiatives.
- Promote cross‑selling and upselling opportunities where appropriate.
- Bachelor's degree in Business, Finance, or related field.
- 2+ years of experience in customer service or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to work in a fast‑paced back‑office environment.
- Customer‑centric mindset with a focus on service excellence.
- Basic understanding of banking, insurance, or financial services regulations.
- Flexibility to work in shifts, including occasional weekends.
- Team player with a positive attitude and strong work ethic.