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.
- Coordinate with internal teams (operations, finance, IT) to fulfill client requests.
- Monitor service level agreements (SLAs) and ensure compliance.
- Conduct follow‑up communications to confirm issue resolution and satisfaction.
- Assist in preparing client reports and performance metrics.
- Participate in training sessions and stay updated on industry regulations.
- Bachelor's degree in Business, Finance, or related field.
- 2+ years of experience in customer service or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM software and Microsoft Office Suite.
- Ability to work in a fast‑paced back‑office environment.
- Knowledge of banking, insurance, or financial services regulations is a plus.
- Customer‑centric mindset with a focus on quality service.
- Flexibility to work in shifts, including occasional evenings or weekends.
- Demonstrated ability to meet or exceed SLA targets.