About the role
- Respond promptly to inbound customer calls, emails, and chat messages.
- Identify, investigate, and resolve client issues in a timely manner.
- Provide clear, accurate information about BFSI products, services, and processes.
- Document all interactions and resolutions in the CRM system.
- Escalate complex cases to senior support or relevant departments as required.
- Follow up with customers to confirm issue resolution and gather feedback.
- Maintain up‑to‑date knowledge of industry regulations and company policies.
- Assist in preparing reports on customer trends, satisfaction scores, and service metrics.
- Collaborate with cross‑functional teams to improve service delivery and process efficiency.
- Participate in training sessions and continuous improvement initiatives.
- 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 terminology.
- Customer‑focused attitude with a commitment to service excellence.
- Flexibility to work in shift patterns, including evenings or weekends if needed.
- Team player with a positive attitude and willingness to learn.