Customer Service Officer.Client Experience and Conduct-Customer Service

Mashreq; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

Mashreq is seeking a customer support professional in Bengaluru, India, to provide exceptional assistance via live chat. The role involves engaging with customers, resolving their banking queries, and enhancing their satisfaction. Ideal candidates should have 1-3 years of relevant experience and strong communication skills.

The position requires proficiency in English and Urdu/Hindi, along with the ability to multitask effectively. The opportunity to migrate customers to digital channels will be part of the responsibilities.

Qualifications

• 1–3 years of experience in customer support or chat support roles.
• Proficiency in English and Urdu/Hindi (verbal and written).

Responsibilities

• Engage with customers via live chat to resolve banking needs.
• Deliver effective support to enhance customer satisfaction.
• Migrate customers to digital channels.

Skills

Customer focus

Empathy

Communication skills

Computer literacy

Typing skills

Multitasking

Education

University graduate, preferably in finance or banking

Job description

Job Purpose

To deliver exceptional support to internal and external customers via live chat platforms:

• Engage with customers through live chat to understand and resolve their banking needs.
• Deliver prompt and effective support to enhance customer satisfaction and loyalty.
• Troubleshoot and resolve queries efficiently over chat.
• Ensure timely follow-up on unresolved chat issues.
• Migrate the customers to digital channels.
• Clarify and explain procedures and products over the telephone.
• Identify sales opportunities during chat interactions to meet financial targets.
• Collaborate with internal teams for seamless support handoffs and feedback loops.

Knowledge, Skills and Experience

• University graduate (preferably with some background in finance, banking, or mathematics).
• 1–3 years of experience in customer support or chat support roles.
• Strong customer focus with empathy and patience.
• Computer literacy and quick typing skills are essential.
• Proficiency in English and Urdu/Hindi (verbal and written).
• Strong communication and interpersonal skills.
• Ability to multitask and manage time effectively in a fast-paced chat environment.