About the role
- Respond promptly to customer inquiries via phone, email, and chat.
- Investigate and resolve client issues, escalating 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.
- Collaborate with cross‑functional teams to ensure timely issue resolution.
- Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
- Conduct follow‑up communications to confirm issue closure and customer satisfaction.
- Assist in onboarding new clients and updating account information.
- Participate in regular training sessions to stay current on industry regulations and company offerings.
- Minimum 1‑2 years of experience in customer service or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills in English.
- 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.
- Basic understanding of banking, financial services, or insurance terminology.
- Demonstrated empathy and patience when dealing with diverse customers.
- Flexibility to work in shifts, including occasional evenings or weekends.
- High school diploma required; bachelor's degree or relevant certification is a plus.
- Team‑player attitude with a proactive approach to continuous improvement.