Senior Customer Service Associate

19 hours ago

Gurgaon, Haryana, India beBeeCustomerService Full time ₹ 8,00,000 - ₹ 10,12,000

We are seeking a highly skilled Banking Operations Specialist to join our team. This is an exciting opportunity for someone who enjoys working in a fast-paced environment and is passionate about delivering exceptional customer service.

Job Description

In this role, you will be responsible for managing ongoing escalation cases, ensuring prompt and effective resolution for customer issues on the President's Choice Financial MasterCard program. Your primary objective will be to provide high-quality service to customers, addressing their concerns and resolving their issues in a timely and professional manner.

Key Responsibilities:
  • Manage offline queues to ensure they are within a 48-hour SLA (Service Level Agreement).
  • Track the appropriate reason for escalations, which assists analytical processes and reporting regarding customer escalations.
  • Solicit solutions to customer issues as an agent of the President's Choice brand and advocate for the product.
  • Liaise with customers for further information, provide updates, and prompt for documentation.
  • Liaise with all areas of the PCB/NTT DATA partnership to ensure thorough and complete understanding and resolution of any and all customer escalations.
  • Escalate concerns, where appropriate, and as requested by customers.
Requirements:
  • French language proficiency is mandatory.
  • A minimum tenure of six months working on the President's Choice Financial MasterCard program is required.
  • A background in customer service with experience in the credit card industry is necessary.
  • Prior experience handling escalated calls is preferred.
  • Demonstrate high confidence while dealing with escalated situations/customers.
  • Display flexibility in mindset and approach to ensure individualized customer service catered to specific customer issues or needs.
  • Show excellent time management skills.
  • Be open to constructive feedback from supervisor, operational leads, and team coordinator.
  • Work well under limited timelines.
  • Demonstrate excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers.
  • Exhibit a bias for action.

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