About the role
- Respond promptly to client inquiries via phone, email, and chat.
- Diagnose and resolve service‑related issues, escalating when necessary.
- Provide clear information on products, services, and processes.
- Maintain accurate records of interactions in the CRM system.
- Follow up with customers to ensure issue resolution and satisfaction.
- Identify patterns in client feedback and suggest process improvements.
- Collaborate with internal teams (operations, compliance, IT) to address client needs.
- Meet or exceed defined service level agreements (SLAs) and key performance indicators (KPIs).
- Participate in regular training sessions to stay updated on BFSI regulations and company offerings.
- Assist in preparing reports on client interactions and trends for management review.
- 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 in English.
- Strong problem‑solving abilities and attention to detail.
- Proficiency with CRM software and Microsoft Office Suite.
- Ability to handle high‑volume interactions while maintaining professionalism.
- Knowledge of domestic banking, insurance, or financial services regulations is a plus.
- Demonstrated ability to work collaboratively in a back‑office environment.
- Flexibility to work in shift patterns as required.
- Customer‑centric mindset with a focus on delivering exceptional service.