Customer Support Associate

Job Summary

The Customer Support Executive will be the first point of contact for banking customers, responsible for providing exceptional service and support via inbound and outbound calls. The core function is to address customer inquiries, resolve issues, and provide information related to various banking products and services in a professional and efficient manner.

Key Responsibilities

• Handle Inbound and Outbound Calls: Answer incoming customer calls and, occasionally, make follow-up or information-gathering outbound calls in a timely and professional manner.
• Customer Inquiry Resolution: Effectively address and resolve customer queries, requests, and complaints concerning banking products, services, transactions, and account-related issues.
• Information Provision: Accurately provide customers with information regarding account balances, transaction history, loan application status, credit card details, product features, and current bank policies.
• Documentation and Tracking: Document all customer interactions, inquiries, and resolution steps accurately and comprehensively in the designated Customer Relationship Management (CRM) system.
• Adherence to Standards: Maintain the highest standards of customer service, adhering strictly to bank guidelines, security protocols, and regulatory compliance requirements.
• Escalation Management: Identify and escalate complex or unresolved issues to the appropriate internal teams (e.g., technical support, specialized banking units) according to defined procedures.
• First Call Resolution (FCR): Strive to achieve maximum FCR rates by troubleshooting and resolving customer issues completely on the first contact.

Essential Qualifications

• Education: Mandatory Graduate degree (any stream) from a recognized university.
• Experience: Previous experience in a Voice Process or Customer Service environment, preferably within the Banking, Financial Services, and Insurance (BFSI) sector, is a plus, but motivated fresh graduates may also be considered.
• Language: Excellent verbal communication skills in Hindi and English (mandatory for domestic process). Knowledge of regional languages is an added advantage.

Core Competencies

• Communication: Exceptional verbal clarity, active listening skills, and the ability to articulate information concisely and professionally.
• Customer Focus: A strong commitment to customer satisfaction and the ability to handle challenging or irate customers with empathy and professionalism.
• Problem-Solving: Strong analytical and troubleshooting skills to quickly diagnose customer issues and offer effective solutions.
• Technical Proficiency: Basic knowledge of computer operations and ability to navigate multiple applications/systems simultaneously (e.g., CRM, banking software).
• Adaptability: Flexibility to work in a 24/7 rotational shift environment, including night shifts and public holidays, as per business requirement.
• Integrity: High level of integrity, trustworthiness, and adherence to confidentiality, especially when handling sensitive customer and financial information.

Career Growth Opportunities

• Promotion to Senior Customer Support Executive or Team Leader roles.
• Opportunities to move into specialized banking roles (e.g., Credit Card operations, Loan processing).
• Career progression within the Quality Assurance (QA) or Training departments.

Job Types: Full-time, Permanent, Fresher

Pay: ₹14,000.00 - ₹18,000.00 per month

Benefits:

• Provident Fund

Work Location: In person