Customer Service Representative

Customer Service Officer - Voice and Non - Voice:

Job Purpose

• Deliver exceptional service to internal and external customers via phone (inbound, outbound, and call-back), chat, and email.
• Understand customer banking needs and provide accurate information and solutions.
• Ensure customer satisfaction and loyalty through prompt and professional service.
• Resolve customer issues across multiple channels (telephone, email, live chat) with end-to-end follow-up.
• Promote and migrate customers to digital banking channels.
• Identify and convert sales opportunities to meet financial targets.
• Explain banking procedures and products clearly over the phone.
• Capture and report customer feedback for continuous improvement of products and services.

Key Result Areas

• Achieve KPIs related to Adherence, CRD (Call Resolution Duration), AHT (Average Handling Time), Quality Score, Post-Call Survey Results, and Net Promoter Score (NPS).

Additional Responsibilities

• Operate within a call Centre environment, adhering to bank guidelines and Direct Banking Center standards.
• Provide accurate information on retail and international banking products and services.
• Perform root cause analysis and process reversals of charges/fees when necessary.

Knowledge, Skills & Experience

• University Graduate (preferably with finance, banking, or mathematics background).
• 1–3 years in customer service or banking (experience in international banking is a must).
• Strong customer focus and interpersonal skills.
• Excellent communication skills in English and Urdu/Hindi.
• Computer literacy is essential.
• Active listening and problem-solving abilities.
• Ability to work full-time from office.
• Flexibility to work in 24×7 rotational shifts.

We are looking for freshers and experienced professionals with:

✅ Excellent communication skills in English & Hindi (Mandatory)

✅ Prior international BPO experience preferred

✅ Compensation up to ₹5 LPA

📍 Location: Mashreq - Prestige Shantiniketan, Whitefield, Cresant 2 , 3 Floor

📅 Interview Date: 17th January 2026 - Saturday

🕒 Time: 10:00 AM to 5:00 PM