About the role
- Serve as first point of contact via phone, email, and chat for BFSI clients.
- Accurately log and track all interactions in the CRM system.
- Diagnose and resolve routine inquiries and service issues.
- Escalate complex problems to appropriate internal teams.
- Provide product and service information tailored to client needs.
- Follow up on open tickets to ensure timely closure.
- Identify opportunities for upselling or cross‑selling within the portfolio.
- Contribute to knowledge‑base articles and process improvements.
- Meet or exceed defined service level agreements (SLAs) and quality metrics.
- Participate in regular training and team meetings.
- Minimum 1‑2 years experience in customer care or relationship management, preferably BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving ability and attention to detail.
- Proficiency with CRM tools and Microsoft Office suite.
- Ability to handle high‑volume inbound/outbound communications.
- Customer‑focused attitude with empathy and patience.
- Basic understanding of banking, financial services, or insurance products.
- Flexible schedule to work in a shift‑based environment.
- High school diploma required; bachelor's degree preferred.
- Demonstrated ability to meet performance targets.