Walk-in || Customer Service Executive

1. Process - Domestic Banking Customer Service

2.Work Location - Bangalore, Whitefield (Client premise)

3. Work Timings - Any 9 hour shift between 8am - 8pm; 1 rotational off

4. Transportation - No

5. Language Fluency required - English + Hindi +regional language

6. Roles & Responsibilities:

• Customer Support & Query Resolution
  Handle inbound customer calls and service emails, resolve queries related to accounts, cards, payments, and digital banking, and escalate issues as per defined procedures.
  
• Customer Verification & Case Management
  Accurately authenticate customers, document interactions in CRM systems, update case dispositions, and maintain proper records.
  
• Service Excellence & KPI Adherence
  Achieve key performance metrics including AHT, First Contact Resolution (FCR), NPS, accuracy, compliance, and schedule adherence.
  
• Process Compliance & Data Security
  Follow KYC, information security, data privacy guidelines, and adhere to all operational SOPs, compliance standards, and quality requirements.
  
• System Usage & Continuous Learning
  Utilize CRM, ticketing, softphone, and email management tools effectively while participating in training, certification programs, and process improvement initiatives.