About the role
- Respond promptly to client inquiries via phone, email, and chat.
- Investigate and resolve customer issues, escalating 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 operations, finance, and technical teams to fulfill client requests.
- Monitor service level agreements (SLAs) and ensure compliance.
- Conduct follow‑up communications to confirm issue resolution.
- Assist in onboarding new clients and updating account details.
- Participate in regular training and performance review sessions.
- 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.
- Customer‑focused mindset with a commitment to service excellence.
- Basic understanding of banking, insurance, or financial services terminology.
- Flexibility to work in shifts, including occasional weekends.
- Team player with a positive attitude and adaptability.