About the role
- Respond promptly to inbound customer calls, emails, and chat messages.
- Identify, investigate, and resolve client issues in a timely manner.
- Provide clear, accurate information about products, services, and processes.
- Document all interactions and resolutions in the CRM system.
- Escalate complex cases to senior support or relevant departments as needed.
- Follow up with customers to ensure issue resolution and satisfaction.
- Collaborate with the back‑office team to streamline workflows and improve service delivery.
- Maintain up‑to‑date knowledge of BFSI regulations and company policies.
- Participate in regular training sessions and performance reviews.
- Contribute to the development of FAQs, knowledge base articles, and process improvements.
- Minimum 1‑2 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 handle high‑volume interactions while maintaining professionalism.
- Basic understanding of banking, financial services, or insurance terminology.
- Team‑player attitude with a proactive approach to collaboration.
- Flexibility to work in shift‑based schedules as required.
- High school diploma or equivalent; bachelor's degree is a plus.
- Demonstrated commitment to delivering superior customer experiences.