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 SLAs
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- Accurately authenticatecustomers and record interactions in CRM
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- Resolve queries on accounts, cards, payments, digital banking;
escalate as per SOP
N
- Meet AHT, First ContactResolution, NPS, Accuracy and Compliance targets
N
- Follow schedule adherence and real-time instructions from RTA/WFM
N
- 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
N
nKnowledge/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 compliancedos & don'ts
N
- Standard call/email handling SOPs;
complaint & escalation handling
N
nTechnical Skills:
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- ACD/EPBX and softphone usage;
ticketing/CRM systems
N
- MS Office (Outlook, Excel basics), email etiquette tools/templates
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- Typing speed 35+ wpm;
accuracy in data entry
N
nCompetencies:
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- Explicit communication (English/Hindi);
vernacular advantage
N
- Empathy, patience, problem solving
N
- Attention to detail andprocess discipline
N
- Resilience under volumespikes;