Customer Service Representative – Day Shift (Bangalore)

About the role

We are looking for a Customer Service Representative to join our team at a client premise in Whitefield, Bangalore. The role operates on a flexible day‑shift schedule, handling inbound calls and service emails while adhering to defined service level agreements.

Key responsibilities

• Answer inbound customer calls and manage service emails within SLA targets.
• Authenticate customers accurately and log interactions in the CRM system.
• Resolve queries related to accounts, cards, payments, and digital banking, escalating when necessary.
• Meet performance metrics such as AHT, First Contact Resolution, NPS, accuracy, and compliance.
• Follow schedule adherence and real‑time instructions from workforce management.
• Tag and update case dispositions, maintain email templates, and follow tone guidelines.
• Comply with information security, data privacy, and KYC requirements.
• Participate in training, nesting, and periodic re‑certifications.

Required profile

• Fluency in English and Hindi; additional vernacular languages are a plus.
• Basic understanding of BFSI concepts such as account types, card lifecycle, and dispute handling.
• Strong attention to detail, empathy, patience, and the ability to handle high‑volume periods.
• Team‑oriented mindset with resilience under pressure.

Required skills

• Experience with ACD/EPBX and softphone tools.
• Proficiency in ticketing and CRM systems.
• Working knowledge of MS Outlook and basic Excel functions.
• Typing speed of 35+ wpm with accurate data entry.