About the role
- Respond promptly to inbound customer calls, emails, and chat messages.
- Identify, investigate, and resolve client issues while adhering to service level agreements.
- Provide clear, accurate information about products, services, and processes.
- Document all interactions in the CRM system with detailed notes and follow‑up actions.
- Escalate complex or high‑priority cases to senior support or relevant departments.
- Monitor and track open tickets to ensure timely closure and customer satisfaction.
- Collaborate with cross‑functional teams (operations, finance, IT) to address client needs.
- Gather client feedback and relay insights to improve service delivery.
- Maintain up‑to‑date knowledge of industry regulations and internal policies.
- Participate in regular training sessions and performance reviews.
- Minimum 1‑2 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 a customer‑centric attitude.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to handle high call volumes and multitask efficiently.
- Attention to detail and strong organizational skills.
- Basic understanding of banking, financial services, or insurance terminology.
- Flexibility to work in shift patterns, including evenings or weekends if required.
- High school diploma or equivalent; bachelor's degree in business, finance, or related field preferred.
- Demonstrated ability to work collaboratively in a team-oriented environment.