Customer Service Specialist (Inbound Voice)

About the role

We are looking for a motivated Customer Service Specialist to handle inbound voice calls, primarily for banking products and services. The role focuses on delivering accurate information, resolving queries, and ensuring a positive customer experience.

Key responsibilities

• Handle 70–100 inbound customer calls per day related to banking products and services.
• Resolve Level 1 customer queries accurately within defined turnaround times.
• Provide clear information and support, aiming for first‑call resolution wherever possible.
• Follow all process guidelines, quality standards, and compliance requirements.
• Maintain high standards of attendance, productivity, and schedule adherence.

Required profile

• Strong verbal communication skills with clear articulation.
• Hands‑on experience managing high‑volume inbound customer interactions in a contact‑centre environment.
• Willingness to work in a voice‑based, customer‑facing inbound process daily.
• Customer‑centric attitude with a problem‑solving mindset.
• Patience, empathy, and active listening while handling queries.
• Ability to follow defined processes, scripts, and compliance guidelines.
• Open to a performance‑driven work culture focused on productivity, quality, and adherence metrics.
• Willingness to work in rotational shifts as per business requirements.
• Positive behaviour, resilience, and accountability in a fast‑paced environment.
• Proven track record of good attendance and schedule adherence.
• Comfortable receiving feedback and coaching to improve performance.
• Reliable, disciplined, and professional at work.

Required skills