Job Purpose To deliver exceptional support to internal and external customers via live chat platforms:

- Engage with customers through live chat to understand and resolve their banking needs.
- Deliver prompt and effective support to enhance customer satisfaction and loyalty.
- Troubleshoot and resolve queries efficiently over chat.
- Ensure timely follow-up on unresolved chat issues.
- Migrate the customers to digital channels
- Clarify and explain procedures and products over the telephone.
- Identify sales opportunities during chat interactions to meet financial targets.
- Collaborate with internal teams for seamless support handoffs and feedback loops.

Key Results

- Handle chat interactions within defined service levels and quality standards.
- Capture customer feedback to drive product and service improvements.
- Maintain adherence to process flows and compliance protocols in a chat environment.




- Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
- Mostly related to explaining procedures or providing information regarding retail banking products.
- Escalate issues appropriately and document chat interactions as per policy.

Knowledge, skill and experience
- University graduate (preferably with some background in finance, banking, or mathematics).
- 1–3 years of experience in customer support or chat support roles.
- Strong customer focus with empathy and patience.
- Computer literacy and quick typing skills are essential.
- Proficiency in English (verbal and written).
- Strong communication and interpersonal skills.
- Ability to multitask and manage time effectively in a rapid-paced chat environment.

📌 Senior Customer Service Officer.Client Experience and Conduct-Customer Service (Bengaluru)
🏢 Mashreq Corporate u0026 Investment Banking Group
📍 Bengaluru