About the role
- Serve as first point of contact via phone, email, and chat for BFSI clients.
- Respond to inquiries promptly, providing accurate product and service information.
- Investigate and resolve customer issues, escalating when necessary.
- Document all interactions in the CRM system with detailed notes.
- Monitor service level agreements and ensure timely follow‑up.
- Identify patterns in complaints and suggest process improvements.
- Collaborate with cross‑functional teams (operations, compliance, IT) to address client needs.
- Conduct periodic satisfaction surveys and report findings.
- Maintain up‑to‑date knowledge of BFSI regulations and Digitide offerings.
- Contribute to team targets and continuous improvement initiatives.
- Minimum 1‑2 years experience in customer service or relationship management, preferably BFSI.
- Excellent verbal and written communication skills in English.
- Strong problem‑solving ability and attention to detail.
- Proficiency with CRM tools and Microsoft Office suite.
- Ability to handle high‑volume inquiries while maintaining quality.
- Knowledge of banking, financial services, or insurance processes is a plus.
- Demonstrated empathy and patience with customers.
- Ability to work in a shift‑based back‑office environment.
- High school diploma required; bachelor's degree preferred.
- Reliable internet connection and suitable home office setup (if remote).