Customer Service Representative

Location: Client Premise, Whitefield, Bangalore

Shift: Day Shift (Any 9-hour shift between 8:00 AM and 8:00 PM)

Work Schedule: 6 Days Working | 1 Rotational Off

Transportation: Not Provided

Mandatory Requirement Fluency in English & Hindi

Responsibilities:

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• Handle inbound customer calls and manage service emails per defined SLAs
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• Accurately authenticate customers and record interactions in CRM
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• Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP
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• Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets
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• Follow schedule adherence and real-time instructions from RTA/WFM
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• Tag and update case dispositions; maintain email templates and tone guidelines
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• Adhere to information security, data privacy and KYC guidelines
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• Participate in training, nesting, and periodic re-certifications
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Knowledge/Experience:

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• Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basics
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• Customer verification/KYC steps; awareness of compliance dos & don'ts
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• Standard call/email handling SOPs; complaint & escalation handling
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Technical Skills:

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• ACD/EPBX and softphone usage; ticketing/CRM systems
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• MS Office (Outlook, Excel basics), email etiquette tools/templates
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• Typing speed 35+ wpm; accuracy in data entry
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Competencies:

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