Job Description
Location: Client Premise, Whitefield, Bangalore
nShift: Day Shift (Any 9-hour shift between 8:00 AM and 8:00 PM)
nWork Schedule: 6 Days Working | 1 Rotational Off
nTransportation: Not Provided
nMandatory Requirement Fluency in English & Hindi
nResponsibilities:
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- Handle inbound customer calls and manage service emails per defined SLAsn
- Accurately authenticate customers and record interactions in CRMn
- Resolve queries on accounts, cards, payments, digital banking; escalate as per SOPn
- Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targetsn
- Follow schedule adherence and real-time instructions from RTA/WFMn
- Tag and update case dispositions; maintain email templates and tone guidelinesn
- Adhere to information security, data privacy and KYC guidelinesn
- Participate in training, nesting, and periodic re-certificationsn
nKnowledge/Experience:
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- Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basicsn
- Customer verification/KYC steps; awareness of compliance dos & don'tsn
- Standard call/email handling SOPs; complaint & escalation handlingn
nTechnical Skills:
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- ACD/EPBX and softphone usage; ticketing/CRM systemsn
- MS Office (Outlook, Excel basics), email etiquette tools/templatesn
- Typing speed 35+ wpm; accuracy in data entryn
nCompetencies:
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- Transparent communication (English/Hindi); vernacular advantagen
- Empathy, patience, problem solvingn
- Attention to detail and process disciplinen
- Resilience under volume spikes; teamworkn