About the role
- Respond promptly to customer inquiries via phone, email, and chat, maintaining a professional tone.
- Diagnose and resolve product or service issues, escalating complex cases when necessary.
- Maintain detailed records of interactions in the CRM system, ensuring data accuracy.
- Provide clear information on banking, financial services, and insurance products offered by the company.
- Identify opportunities to upsell or cross‑sell relevant solutions based on customer needs.
- Follow up with customers to confirm issue resolution and gather feedback.
- Collaborate with back‑office teams, including compliance and operations, to address client requests.
- Monitor service level agreements (SLAs) and strive to exceed performance targets.
- Participate in regular training sessions to stay updated on industry regulations and product updates.
- Contribute to continuous improvement initiatives by reporting recurring issues and suggesting process enhancements.
- Minimum 1‑2 years of experience in customer care or relationship management, preferably in BFSI.
- 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 handle high call volumes while maintaining quality standards.
- Basic understanding of banking, insurance, or financial services terminology.
- Customer‑focused mindset with a proven track record of achieving satisfaction targets.
- Flexibility to work in shift patterns, including evenings and weekends if required.
- High school diploma required; bachelor's degree in Business, Finance, or related field preferred.
- Demonstrated ability to work collaboratively in a fast‑paced back‑office environment.