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 LPALocation: Mashreq - Prestige Shantiniketan, Whitefield, Cresant 2 , 3 FloorInterview Date: 17th January 2026 - SaturdayTime: 10:00 AM to 5:00 PM

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