About the role
- Serve as the first point of contact via phone, email, and chat for BFSI clients.
- Respond promptly to inquiries and provide clear information about products and services.
- Investigate and resolve customer complaints within defined service level agreements.
- Accurately document all interactions and outcomes in the CRM system.
- Escalate complex or unresolved issues to the appropriate internal teams.
- Conduct follow‑up communications to confirm issue resolution and customer satisfaction.
- Identify opportunities for upselling or cross‑selling relevant solutions.
- Contribute to the development and maintenance of knowledge‑base articles and process guides.
- Achieve daily and weekly performance targets such as call handling time and CSAT scores.
- Participate in regular training sessions, team meetings, and continuous improvement initiatives.
- 1–2 years of experience in customer service or call center environments, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and active listening skills.
- Ability to manage high call volumes and multitask effectively.
- Familiarity with CRM software and Microsoft Office applications.
- Basic knowledge of banking, insurance, or financial services processes.
- High school diploma required; bachelor's degree preferred.
- Positive attitude, empathy, and patience when dealing with customers.
- Willingness to work shift‑based schedules in a back‑office setting.
- Demonstrated reliability and good attendance record.