- Handle escalated customer queries, complaints, and service requests through email, calls and ticketing systems.
- Investigate complex customer issues by coordinating with internal teams such as Operations, Product, and Business Units.
- Ensure timely resolution of escalated cases while meeting defined SLAs and quality standards.
- Maintain accurate and detailed documentation of customer interactions, issue analysis, actions taken, and resolutions.
- Monitor and track escalation queues to ensure cases are assigned, prioritized, and addressed appropriately.
- Communicate effectively with customers, providing regular updates and setting clear expectations throughout the resolution process.
Preferred candidate profile :
- Bachelor's degree in Banking or equivalent work experience.
- 1-3 years of experience in customer support, customer service, help desk, or escalation management.
- Solid problem-solving, analytical, and decision-making skills.
- Excellent verbal and written communication skills.
- Ability to handle challenging customer situations with professionalism and empathy.