Subject Matter Expert (SME) International Banking Process BPO

3.0 - 7.0 years

0 Lacs

karnataka

On-site

You will be working with a leading BPO in Bangalore/Gurgaon, where you will be responsible for the role of Subject Matter Expert (SME) in the International Banking Voice Process. It is a 5-day working position with shifts available 24*7. The primary focus of this role is to provide exceptional customer service and support to advisors to enhance the overall customer experience. Your key responsibilities will include grooming new hires, providing floor support, real-time assistance to advisors, and monitoring their performance. You will be expected to identify root cause issues, recommend solutions, and evaluate performance effectively. Coaching, providing feedback, handling voice calls and chats, as well as transaction monitoring evaluations will be part of your daily tasks. To excel in this role, you must possess excellent written and verbal communication skills, a strong customer service aptitude, and proficiency in Excel and analytical skills. Being flexible, sensitive, and open-minded when dealing with customers is crucial. Expertise in Banking products, especially credit cards, is preferred. Experience in handling voice and chat transactions, knowledge of quality metrics and guidelines, as well as coaching individuals will be beneficial. You will be required to create, maintain, and execute coaching plans to ensure upskilling to meet and exceed performance targets. Collaborating with customers to deliver high levels of First Contact Resolution and Customer Satisfaction will be a key part of your responsibilities. Conducting audits of processes and transactions to identify areas for improvement, monitoring quality performance, and providing feedback to team members are also essential aspects of this role. If you are someone who enjoys working in a challenging and dynamic environment, with a passion for delivering excellent customer service, then this role is perfect for you. Interested candidates are encouraged to send their CV to simmi@hiresquad.in or call at 8467054123 to explore this exciting opportunity further.,

Posted 3 weeks ago

Apply

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.