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2 weeks ago
Customer Service Representative Role Summary
This role involves ensuring a seamless customer experience across digital and assisted channels, managing call routing, and coordinating with support teams to deliver high-quality service. The ideal candidate will be responsible for tracking and resolving customer complaints, analyzing data to improve efficiency, and implementing strategies to enhance customer satisfaction and retention.
Key Responsibilities:
- Provide exceptional customer service and drive client satisfaction through effective communication and issue resolution.
- Manage and optimize call routing and customer engagement to ensure timely and efficient issue resolution.
- Collaborate with internal departments to resolve issues efficiently and provide consistent customer service.
- Monitor and analyze data to identify areas for improvement and implement strategies to enhance customer satisfaction and retention.
- Prepare regular reports and insights on customer interactions and performance metrics.
Requirements:
- Experience in the investment or financial services sector is preferred.
- Hands-on exposure to CRM tools, IVR platforms, and other customer service software is required.
- Strong analytical skills to analyze data and identify areas for improvement are essential.
- Excellent communication and problem-solving skills to resolve customer complaints and coordinate with internal teams are necessary.
- Knowledge of BFSI regulations related to customer handling is desired.
- Ability to train and mentor team members is an advantage.
Qualifications:
- Bachelor's degree in Business, Finance, or a related field is preferred, or equivalent practical experience.
