About the role
- Respond promptly to client inquiries via phone, email, and chat channels.
- Diagnose and resolve customer issues, escalating complex cases when necessary.
- Provide accurate information on products, services, and processes.
- Maintain detailed records of interactions in the CRM system.
- Identify patterns in complaints and suggest process improvements.
- Collaborate with cross‑functional teams (operations, finance, IT) to address client needs.
- Follow up with customers to confirm issue resolution and satisfaction.
- Achieve defined service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in regular training and knowledge‑sharing sessions.
- Contribute to the development of FAQs, scripts, and knowledge‑base articles.
- 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 while maintaining quality standards.
- Attention to detail and strong organizational skills.
- Flexibility to work in shift patterns, including evenings or weekends if required.
- Basic understanding of banking, financial services, or insurance terminology.
- Team player with a collaborative mindset.
- High school diploma or equivalent; bachelor's degree in business, finance, or related field is advantageous.