About the role
- Serve as first point of contact via phone, email, and chat for BFSI clients.
- Accurately log and track all interactions in the CRM system.
- Diagnose and resolve routine service issues within defined SLA parameters.
- Escalate complex problems to appropriate functional teams for resolution.
- Provide product and service information tailored to client needs.
- Follow up on open tickets to ensure timely closure and client satisfaction.
- Identify opportunities for upselling or cross‑selling relevant solutions.
- Contribute to knowledge‑base articles and suggest process improvements.
- Meet or exceed daily/weekly KPI targets such as CSAT and AHT.
- Participate in regular training sessions and team meetings.
- Minimum 1 year experience in customer care or relationship management, preferably within BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving and decision‑making abilities.
- Proficiency with CRM tools and Microsoft Office suite.
- Ability to handle high call volumes and multitask effectively.
- Customer‑centric attitude with empathy and patience.
- Basic understanding of banking, insurance, or financial services.
- High school diploma required; graduate degree preferred.
- Flexible schedule to accommodate shift work as needed.
- Demonstrated track record of meeting or exceeding performance metrics.