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: 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