About the role
- Serve as first point of contact via phone, email, and chat for BFSI clients.
- Accurately log and track all interactions in the CRM system.
- Diagnose and resolve routine inquiries and service issues.
- Escalate complex problems to appropriate internal teams.
- Provide product and service information tailored to client needs.
- Follow up on open tickets to ensure timely closure.
- Identify opportunities for upselling or cross‑selling within compliance guidelines.
- Contribute to knowledge‑base articles and process improvements.
- Meet or exceed defined service level agreements (SLAs) and quality metrics.
- Participate in regular training and team meetings.
- Minimum high school diploma; Bachelor’s degree preferred.
- 1–2 years experience in customer service or call center, preferably BFSI.
- Excellent verbal and written communication in English.
- Strong listening, problem‑solving and empathy skills.
- Ability to work in a fast‑paced back‑office environment.
- Familiarity with CRM tools and Microsoft Office suite.
- Basic understanding of banking, insurance or financial services terminology.
- Attention to detail and accurate data entry.
- Flexible schedule with ability to work shifts as required.
- Positive attitude and team‑oriented mindset.