About the role
- Serve as first point of contact via phone, email, and chat for BFSI clients.
- Accurately log and track all customer interactions in the CRM system.
- Diagnose and resolve product or service issues within defined SLA parameters.
- Provide clear information on Digitide’s solutions, policies, and procedures.
- Escalate complex cases to senior support while maintaining ownership of the issue.
- Follow up with customers to confirm resolution and gauge satisfaction.
- Identify trends and feedback to recommend process improvements.
- Collaborate with back‑office teams to coordinate documentation and compliance requirements.
- Meet or exceed daily and weekly KPI targets such as call volume, CSAT, and first‑call resolution.
- Participate in ongoing training sessions and contribute to knowledge‑base updates.
- Minimum 1‑2 years experience in customer service or call‑center environment, preferably within BFSI.
- Excellent verbal and written communication skills in English; additional local language is a plus.
- Strong problem‑solving abilities and composure under pressure.
- Proficiency with CRM software and Microsoft Office Suite.
- Basic understanding of banking, insurance, or financial services terminology.
- High attention to detail and accurate data entry.
- Willingness to work shift‑based schedules, including evenings and weekends.
- Team‑player attitude with a collaborative mindset.
- Demonstrated track record of meeting or exceeding performance metrics.
- Diploma or degree in Business, Finance, or a related field preferred.