- Handle inbound customer interactions via webchat and digital channels.

- Complete customer authentication and verification processes accurately.

- Investigate customer accounts, identify root causes, and provide appropriate resolutions.

- Resolve customer enquiries related to billing, payments, account management, services, products, and complaints.

- Take end-to-end ownership of customer issues until closure.

- Collaborate with back-office teams, SMEs, and specialist functions to resolve complex cases.

- Raise and track service requests, complaints, and general enquiry cases as required.

- Utilize knowledge management systems, AI tools, and workflow platforms to support effective resolution.

- Maintain accurate customer records and interaction notes.

- Adhere to regulatory, compliance, and data protection requirements.

- Meet defined productivity, quality, customer satisfaction, and service level targets.

- Identify recurring customer issues and provide feedback to support process improvements and reduce failure demand

📌 Executive (Pune)
🏢 EXL Talent Acquisition Team
📍 Pune