Overview
Customer Support Officer.Client Experience and Conduct Group-Customer Service Jobs in Bengaluru, Karnataka, India at Mashreq
Title: Customer Support Officer.Client Experience and Conduct Group-Customer Service
Company: Mashreq
Location: Bengaluru, Karnataka, India
Job Purpose
– Deliver exceptional service to internal and external customers via phone (inbound, outbound, and call-back), chat, and email.
– Understand customer banking needs and provide accurate information and solutions.
– Ensure customer satisfaction and loyalty through prompt and professional service.
– Resolve customer issues across multiple channels (telephone, email, live chat) with end-to-end follow-up.
– Promote and migrate customers to digital banking channels.
– Identify and convert sales opportunities to meet financial targets.
– Explain banking procedures and products clearly over the phone.
– Capture and report customer feedback for continuous improvement of products and services.
Key Result Areas
– Achieve KPIs related to Adherence, CRD (Call Resolution Duration), AHT (Average Handling Time), Quality Score, Post-Call Survey Results, and Net Promoter Score (NPS).
Additional Responsibilities
– Operate within a call centre environment, adhering to bank guidelines and Direct Banking Center standards.
– Provide accurate information on retail and international banking products and services.
– Perform root cause analysis and process reversals of charges/fees when necessary.
Knowledge, Skills & Experience
– University Graduate (preferably with finance, banking, or mathematics background).
– 1–3 years in customer service or banking (experience in international banking is a must).
– Strong customer focus and interpersonal skills.
– Excellent communication skills in English and Urdu/Hindi.
– Computer literacy is essential.
– Active listening and problem-solving abilities.
– Ability to work full-time from office.
– Flexibility to work in 24×7 rotational shifts.
