01Responsibilities
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
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
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 Competencies:
Clear communication (English/Hindi); vernacular
advantage Empathy, patience, problem solving Attention to detail and process discipline Resilience under volume spikes; teamwork
Compensation: From 25,000.00 per month
Benefits:
Health insuranceLife insurancePaid sick timePaid time offProvident FundAbility to commute/relocate:
Bengaluru, Karnataka (Bengaluru, Bengaluru Urban District): Reliably commute or planning to relocate before starting work (Required)Education:
Bachelor's (Preferred)Experience:
Inbound voice blended process : 1 year (Required)Language:
Hindi (Preferred)Work Location: In person .
