About the role
- Respond promptly to inbound customer calls, emails, and chat messages.
- Investigate and resolve client issues, escalating complex cases when necessary.
- Provide accurate information on products, services, and policies.
- Maintain detailed records of interactions in the CRM system.
- Identify opportunities for upselling or cross‑selling based on client needs.
- Collaborate with internal teams (operations, compliance, IT) to ensure timely solutions.
- Monitor service level agreements (SLAs) and meet performance targets.
- Gather and relay customer feedback to improve processes and offerings.
- Prepare regular reports on call volumes, resolution rates, and customer satisfaction metrics.
- Participate in training sessions and stay updated on industry regulations.
- High school diploma or equivalent; Bachelor’s degree preferred.
- 2+ years of experience in customer service or relationship management, 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 work in a fast‑paced, back‑office environment with shifting priorities.
- 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 evenings or weekends.
- Team player with a positive attitude and strong interpersonal skills.