About the role
- Respond promptly to customer inquiries via phone, email, and chat.
- Investigate and resolve client issues, escalating when necessary.
- Provide detailed information on products, services, and processes.
- Maintain accurate records of interactions in the CRM system.
- Identify patterns in customer feedback and suggest process improvements.
- Collaborate with cross‑functional teams to ensure timely issue resolution.
- Monitor service level agreements (SLAs) and meet performance targets.
- Conduct follow‑up communications to confirm issue resolution.
- Assist in onboarding new clients and educating them on platform usage.
- Prepare regular reports on customer satisfaction metrics.
- Minimum 1‑2 years of experience in customer service or relationship management.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and attention to detail.
- Familiarity with BFSI terminology and back‑office processes.
- Proficiency in CRM tools and Microsoft Office suite.
- Ability to work independently and as part of a team.
- High level of empathy and patience when dealing with customers.
- Flexibility to work in shift patterns as required.
- Bachelor's degree in Business, Finance, or related field preferred.
- Demonstrated ability to meet or exceed SLA targets.