Customer Service Executive

1.Process Domestic Banking Customer Service

2.Location – Bangalore, Whitefield (Client premise)

3.Work Timings – Any 9 hour shift between 8am - 8pm; 1 rotational off

4.Transportation – No

5.Mandatory Language Fluency – English & Hindi

6.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.

7.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.

8.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.

9.Competencies:

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