About the role
- Respond promptly to inbound customer calls, emails, and chat messages.
- Investigate and resolve client issues, escalating complex cases when necessary.
- Provide accurate information on products, services, and policies.
- Maintain detailed records of interactions in the CRM system.
- Identify opportunities to upsell or cross‑sell relevant solutions.
- Collaborate with internal teams (operations, compliance, IT) to address client needs.
- Monitor service level agreements (SLAs) and ensure timely resolution.
- Gather and relay customer feedback to improve processes and offerings.
- Prepare daily and weekly performance reports for management.
- Participate in training sessions and stay updated on industry regulations.
- 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.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office Suite.
- Ability to handle high call volumes while maintaining professionalism.
- Basic understanding of banking, insurance, or financial services terminology.
- Team‑player attitude with a proactive approach to collaboration.
- Flexibility to work in shift patterns, including evenings or weekends if required.
- High school diploma required; bachelor's degree in Business, Finance, or related field preferred.
- Demonstrated commitment to delivering superior customer experiences.