Customer Service Representative

Location: Client Premise, Whitefield, Bangalore

Shift: Day Shift (Any 9-hour shift between 8:00 AM and 8:00 PM)

Work Schedule: 6 Days Working | 1 Rotational Off

🚫 Transportation: Not Provided

Mandatory Requirement ✅ Fluency in English & Hindi

Responsibilities:

• Handle inbound customer calls and manage service emails per defined SLAs
• Accurately authenticate customers and record interactions in CRM
• Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP
• Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets
• Follow schedule adherence and real-time instructions from RTA/WFM
• Tag and update case dispositions; maintain email templates and tone guidelines
• Adhere to information security, data privacy and KYC guidelines
• Participate in training, nesting, and periodic re-certifications

Knowledge/Experience:

• Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basics
• Customer verification/KYC steps; awareness of compliance dos & don'ts
• Standard call/email handling SOPs; complaint & escalation handling

Technical Skills:

• ACD/EPBX and softphone usage; ticketing/CRM systems
• MS Office (Outlook, Excel basics), email etiquette tools/templates
• Typing speed 35+ wpm; accuracy in data entry

Competencies:

• Clear communication (English/Hindi); vernacular advantage
• Empathy, patience, problem solving
• Attention to detail and process discipline
• Resilience under volume spikes; teamwork