About the role
- Respond promptly to inbound customer calls, emails, and chat messages.
- Investigate and resolve client issues, escalating to senior staff when necessary.
- Provide clear, accurate information about products, services, and processes.
- Maintain detailed records of interactions in the CRM system.
- Identify patterns in customer feedback and suggest process improvements.
- Coordinate with internal teams (operations, finance, IT) to fulfill client requests.
- Follow up with customers to ensure issue resolution and satisfaction.
- Achieve defined service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in regular training sessions to stay updated on industry regulations and company offerings.
- Contribute to a positive team environment by sharing knowledge and best practices.
- Minimum 1‑2 years of experience in customer service or relationship management, preferably in BFSI or back‑office settings.
- Excellent verbal and written communication skills in English; additional local language proficiency is a plus.
- Proficiency with CRM tools and Microsoft Office Suite.
- Strong problem‑solving abilities and attention to detail.
- Ability to handle high call volumes while maintaining professionalism.
- Basic understanding of banking, financial services, or insurance terminology.
- Flexibility to work in shift patterns, including evenings or weekends if required.
- High school diploma required; bachelor's degree in Business, Finance, or related field preferred.
- Demonstrated empathy and a customer‑centric mindset.
- Reliable internet connection and a quiet workspace for remote interactions (if applicable).