Role Overview

We are looking for a proactive and customer-focused professional to join our Customer Service team. The ideal candidate will be responsible for handling customer interactions through the email channel, ensuring prompt query resolution and superior service delivery in line with organizational standards.

Key Responsibilities

Handle customer queries and requests received through email, ensuring accurate and timely responses.

• Manage customer communication with empathy and professionalism to deliver a high-quality service experience.
• Track, document, and follow up on open cases or escalations until resolution.
• Support outbound calling activities whenever required.
• Coordinate with internal teams such as Operations and Product for query resolution and service improvements.
• Maintain service-level standards (TATs, quality, and accuracy) while adhering to compliance guidelines.
• Identify and escalate issues impacting customer experience to supervisors or relevant stakeholders.
• Support process improvements by providing feedback and insights from customer interactions.

Key Skills & Competencies

• Excellent written and verbal communication skills.
• Strong interpersonal skills with a customer-first approach.
• Ability to multitask across email, chat, and outbound communication channels.
• Prior experience in Financial Services, Payments, or the BFSI domain is preferred.
• Proficiency in MS Office and CRM tools.
• Strong problem-solving skills with attention to detail.

Educational Qualification

• Graduate in any discipline (Preferred: Commerce, Business Administration, or related fields).