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 preparing reports on customer satisfaction metrics.
- Participate in training sessions to stay updated on BFSI regulations and company offerings.
- Bachelor's degree in Business, Finance, or related field.
- 2+ years of experience in customer service or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills.
- 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.
- Knowledge of banking, financial services, or insurance terminology is a plus.
- Demonstrated ability to work collaboratively in a back‑office environment.
- Flexibility to work in shifts, including occasional evenings or weekends.
- Customer‑focused attitude with a commitment to delivering high‑quality service.