About the role
- Respond promptly to inbound customer calls, emails, and chat messages.
- Investigate and resolve client issues, escalating when necessary.
- Provide accurate information on products, services, and policies.
- Document all interactions in the CRM system with clear notes.
- Follow up with customers to ensure issue resolution and satisfaction.
- Identify trends in inquiries and suggest process improvements.
- Collaborate with cross‑functional teams (operations, compliance, IT) to address client needs.
- Maintain up‑to‑date knowledge of BFSI regulations and company offerings.
- Achieve departmental KPIs such as response time, resolution rate, and CSAT scores.
- Participate in regular training sessions and team meetings.
- High school diploma or equivalent; Bachelor’s degree preferred.
- 2+ years of experience in customer service or relationship management, preferably in BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM tools and Microsoft Office suite.
- Ability to handle high‑volume interactions while maintaining professionalism.
- Basic understanding of banking, insurance, or financial services regulations.
- Team‑player attitude with a proactive, customer‑centric mindset.
- Flexibility to work in shift patterns as required by the back‑office schedule.
- Demonstrated ability to meet or exceed performance targets.