About the role
- Respond promptly to client inquiries via phone, email, and chat, ensuring accurate and courteous communication.
- Investigate and resolve customer issues, escalating to senior teams when necessary.
- Maintain detailed records of interactions in the CRM system, updating case status and notes.
- Provide product and service information tailored to the BFSI sector, highlighting relevant features and benefits.
- Identify patterns in customer feedback and suggest process improvements to management.
- Collaborate with cross‑functional teams (operations, compliance, IT) to address client needs.
- Monitor service level agreements (SLAs) and ensure timely resolution of tickets.
- Conduct follow‑up communications to confirm issue resolution and gauge satisfaction.
- Assist in preparing client reports and performance metrics for internal review.
- Participate in training sessions and stay updated on industry regulations and company policies.
- High school diploma or equivalent; Bachelor’s degree preferred.
- 2+ years of experience in customer service or relationship management, preferably in BFSI or back‑office environments.
- 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, target‑driven environment.
- Basic understanding of banking, financial services, or insurance terminology.
- Team player with a positive attitude and strong interpersonal skills.
- Flexibility to work in shifts, including occasional evenings or weekends.
- Demonstrated commitment to delivering high levels of customer satisfaction.