About the role
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Investigate and resolve service issues, escalating complex cases to senior support when necessary.
- Maintain detailed records of interactions in the CRM system, ensuring data accuracy and confidentiality.
- Provide product and service information specific to BFSI offerings, guiding customers through processes.
- Identify patterns in customer feedback and recommend process improvements to management.
- Achieve defined service level agreements (SLAs) and key performance indicators (KPIs).
- Coordinate with cross‑functional teams (operations, compliance, IT) to close gaps in service delivery.
- Conduct follow‑up communications to confirm issue resolution and gauge customer satisfaction.
- Participate in regular training sessions to stay updated on industry regulations and company policies.
- Contribute to the creation of knowledge‑base articles and FAQs for internal and external use.
- Bachelor's degree in Business, Finance, Communications, or related field.
- 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 tools and Microsoft Office Suite.
- Ability to work in a fast‑paced back‑office environment and manage multiple tasks simultaneously.
- Understanding of banking, insurance, or financial services regulations.
- Demonstrated empathy and a customer‑centric attitude.
- Flexibility to work in shifts, including occasional weekends or holidays.
- Reliable internet connection and a quiet workspace for remote interactions.