Customer Service Agent

Job description

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 <span style="font-family: Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-fa

Qualifications

BACHELOR OF COMMERCE