Job Description
Key Responsibilities
Handle inbound customer calls and chats related to banking products and services
Deliver exceptional service by resolving queries at first contact wherever possible
Accurately identify customer needs and offer appropriate solutions/products
Take ownership of customer issues and ensure timely follow-up and closure
Maintain high standards of customer satisfaction and service quality
Ensure compliance with operational risk policies and internal controls
Meet individual performance metrics, including quality and productivity targets
Communicate effectively, showing empathy and professionalism in all interactions
Manage multiple customer queries across different banking products
Collaborate with internal teams and direct customers to the relevant departments when required
Promote value-added products/services based on customer requirements
Eligibility Criteria
Graduate (mandatory)
Minimum 2+ years of experience in customer service (preferably in BFSI/contact center)
Experience with international customers (US/UK markets preferred) is an advantage
Exposure to banking products such as Credit Cards, Accounts, or Insurance is preferred
Strong communication skills (spoken & written English)
Ability to work in a 24/7 shift environment
Key Skills Required
Customer-centric mindset
Excellent communication and interpersonal skills
Problem-solving and conflict-resolution abilities
Attention to detail and ability to multitask
Strong ownership and accountability
Adaptability and resilience in a fast-paced environment