Customer Service Specialist

Responsibilities :

Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, offering assistance & provide a comprehensive resolution to the complaints / queries

Assist customers in navigating our products or services, addressing their questions, concerns, and technical issues.

Troubleshoot and resolve customer problems, escalating complex issues to higher levels of support when necessary.

Maintain a high level of professionalism and customer service etiquette in all interactions.

Document customer interactions, including the nature of inquiries, solutions provided, and any follow-up actions.

Meet or exceed performance targets, including response time, customer satisfaction scores, GOS, AHT, Online rate, Availability, Quality, regulations and chat volume goals.

Should have worked in high pressure environment dealing with irate customers & should be able to deescalate, handle the situation & provide resolution to the customer with best CX scores

Should posses basic banking knowledge on credit cards & retail bank

Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.

Collaborate with team members and other departments to ensure consistent and effective customer support.

Should have worked on Customer service teams with complete hands on handling real time customers in international process

Should posses excellent written communication skills with service attitude

Should be able to multi task – handling more than 4-5 customers all through the day

Should have exposure to CX metrics – Customer Service metrics like FCR, Rep-SAT, NPS, CSAT etc.,

Balances NPS & RSAT to ensure positive customer experience while managing / minimizing operating losses

Analyzes risk areas and identifies solutions to meet customer's needs

Ensure Information Security for sensitive data

Ensures productive output as required in unit plan

Undertakes other assignments / projects as given by the Team Lead / Manager

Demonstrates ideal service attitude for all customers, liaises with different departments and also performs account level system maintenances while resolving customers queries

Applies professional attitude and image for all internal and external customers

Should possess good analytical & problem solving skills

Night shifts / graveyard shifts only with weekdays offs - Mandatory rotation once in 4months within night / grave yard shift – No day shifts at all

Qualifications :

3-5 years of customer service experience, handling real time customers in international process (US & UK)

Sound Communication skills with service attitude

Excellent written communication skills with service attitude (30 WPM – typing speed : 90% accuracy)

Good verbal and written communication skills with proficiency in grammar spelling & punctuation

Strong problem-solving skills. Keen eye for detail

Attitude to Learning, Self-discipline & willingness to take initiative

Work in graveyard shift & rotational offs shifts

Preferences :

Good analytical skills

Influencing skills and willingness to resolve customer queries satisfactorily

Keen observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established

Must possess procedure driven judgment in order to find the best solution to an issue

Must be goal oriented, highly motivated, Self-driven & result oriented

Shift of operations :

Night shifts / graveyard shifts with a 5-day work week (with weekdays offs)

Mandatory rotation once in 4months within night shifts / graveyard shift