About the role
- Respond promptly to customer inquiries via phone, email, and chat channels.
- Investigate and resolve client issues, escalating complex cases when necessary.
- Provide detailed information on products, services, and procedural updates.
- Maintain accurate records of interactions in the CRM system.
- Identify patterns in customer feedback and suggest process improvements.
- Coordinate with internal teams (operations, compliance, IT) to fulfill client requests.
- Monitor service level agreements (SLAs) and ensure timely resolution.
- Prepare daily and weekly reports on call metrics and customer satisfaction scores.
- Participate in training sessions to stay updated on BFSI regulations and company offerings.
- Promote a positive brand image by delivering courteous and professional service.
- Minimum 1–2 years of experience in customer service or relationship management, preferably in BFSI.
- 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 quality standards.
- Basic understanding of banking, financial services, or insurance terminology.
- Flexibility to work in shift rotations, including evenings and weekends if required.
- High school diploma or equivalent; bachelor's degree preferred.
- Demonstrated empathy and a customer‑centric mindset.
- Team player with a proactive attitude toward continuous learning.