Roles and Responsibilities

• Delivering world-class customer support, resolving queries, and enhancing customer loyalty through exceptional service.

• Respond to customer inquiries across multiple channels (phone, digital secure message, chat, emails etc.,) with

professionalism and empathy.

• Ensure that customers who are experiencing, or may experience, vulnerability due to their personal circumstances, is

especially susceptible to harm receive positive outcomes - identify, understand the impact and provide adequate support.

• Respond to all customer enquiries and process customer instructions, whether received by telephone, in writing, by e-mail

or made in person accurately, efficiently, professionally and within specified timescales.

• Collaborate with internal teams to ensure seamless service delivery and escalate as where necessary to ensure prompt

resolution.

• Conduct due diligence whilst reviewing documents or completing customer ID & verification and report suspicious activity

to Finance crime for further investigation and guidance.

• Process Improvement: Identify operational inefficiencies and suggest process improvements to enhance workflow,

customer journey and service quality.

• Training & Development:



Complete mandatory training modules and attestations on time, staying updated on industry

regulations and best practices.

• Proactive approach to invest on self-development aligned to the career goal.

• Prepare and dispatch templated and bespoke manual letters and correspondence via emails.

• Volunteer and support the business during peaks to ensure the team achieves the required SLA expectation.

• Active participation in team engagement and CSR activities initiated by the team or people engagement group.

• Coaching and training of recent and existing employees, sharing of knowledge and tips with immediate colleagues.

• To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential

fraud, a health and safety issue, a breach of policies etc.,

Experience
18 -24 months previous experience working in an international call centre setting and servicing overseas customers is

essential
Prior experience in customer service, sales or collections is highly valued
Background in banking, retail, or contact centre environments is advantageous
Demonstrated ability to thrive in fast-paced, high-pressure settings

📌 Customer Support Officer Bengaluru
🏢 Joulestowatts
📍 Bengaluru