Shift: Day Shift (Any 9-hour shift between 8:00 AM and 8:00 PM)
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Work Schedule: 6 Days Working | 1 Rotational Off
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Transportation: Not Provided
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Mandatory Requirement Fluency in English & Hindi
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Responsibilities:
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- Handle inbound customer calls and manage service emails per defined SLAs
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- Accurately authenticate customers and record interactions in CRM
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- Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP
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- Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets
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- Follow schedule adherence and real-time instructions from RTA/WFM
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- Tag and update case dispositions; maintain email templates and tone guidelines
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- Adhere to information security, data privacy and KYC guidelines
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- Participate in training, nesting, and periodic re-certifications
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Knowledge/Experience:
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- Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basics
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- Customer verification/KYC steps; awareness of compliance dos & don'ts
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- Standard call/email handling SOPs; complaint & escalation handling
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Technical Skills:
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- ACD/EPBX and softphone usage; ticketing/CRM systems
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- MS Office (Outlook, Excel basics), email etiquette tools/templates
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- Typing speed 35+ wpm; accuracy in data entry
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Competencies:
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- Explicit communication (English/Hindi); vernacular advantage
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- Empathy, patience, problem solving
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- Attention to detail and process discipline
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- Resilience under volume spikes; teamwork
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