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Teleperformance (TP)
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Customer Service Executive

Customer Service Executive

Teleperformance (TP)

1 - 4 years

2 - 5 Lacs

mumbai

Posted:15 hours ago| Platform:

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Skills Required

customer handling customer service banking process voice process chat process

Work Mode

Work from Office

Job Type

Full Time

Job Description

*Job Title:** Customer Care Executive

**Department:** Customer Service / Contact Center

**Location:** [Mumbai , Malad]

**Employment Type:** Full-time

**Reports To:** Team Leader / Customer Service Manager

*Job Summary:**

The Customer Care Executive will be responsible for handling customer queries, requests, and complaints related to banking products and services. The role involves ensuring customer satisfaction by providing accurate information, resolving issues promptly, and maintaining service quality standards in line with bank policies and compliance guidelines.

*Key Responsibilities:**

* Handle inbound and/or outbound customer calls, emails, or chats related to banking products (accounts, cards, loans, digital banking, etc.).

* Provide accurate and timely information regarding customer accounts, transactions, and services.

* Resolve customer issues and escalate complex cases to the concerned department when required.

* Ensure compliance with bank policies, data protection, and KYC norms.

* Maintain detailed and accurate records of customer interactions in the CRM system.

* Meet or exceed performance metrics such as call quality, response time, and customer satisfaction scores (CSAT/NPS).

* Promote digital banking and self-service channels to customers.

* Continuously update knowledge on banking products, processes, and regulatory changes.

**Required Skills & Qualifications:**

* **Education:** Graduate in any discipline (preferably commerce or finance background).

* **Experience:** 0–3 years of experience in customer service; banking or BPO experience preferred.

* **Communication Skills:** Excellent verbal and written communication in [English / Regional language as required].

* **Technical Skills:** Basic computer proficiency; familiarity with CRM systems and MS Office.

* **Behavioral Skills:**

* Customer-centric approach

* Active listening and problem-solving ability

* Patience and empathy when handling customer concerns

* Team player with a positive attitude

**Preferred Qualifications (Optional):**

* Prior experience in a voice or non-voice process within banking or financial services.

* Understanding of core banking systems and digital channels (Internet/mobile banking).

* Certification in customer service or banking operations.

**Key Performance Indicators (KPIs):**

* Customer Satisfaction (CSAT) Score

* First Call Resolution (FCR) Rate

* Average Handling Time (AHT)

* Compliance & Quality Audit Scores

**Compensation:**

As per industry standards; performance-based incentives applicable.

Contact:

Teleperformance Hr Gayatri - 7977931891

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Customer Service Executive