CUSTOMER SUPPORT – BANKING PROCESS

Vrinda International; Gurgaon; On-site; INR 320,000 - 520,000; Full time

Job summary

Vrinda International in Gurgaon is seeking a dedicated professional to join our IT Services division as a Customer Support Specialist focused on the Banking sector. You will be the primary contact for clients, handling inbound banking inquiries with accuracy and empathy.

The role requires strong verbal communication, active listening, and knowledge of banking processes to diagnose issues, document interactions, and meet productivity targets in a fast-paced environment.

Qualifications

• Experience in a voice-based customer support environment, preferably within banking/financial services.
• Strong verbal communication skills to articulate information clearly and concisely.
• Excellent active listening to understand customer needs and issues.
• Proven problem-solving abilities and conflict-resolution skills.
• Ability to document all interactions accurately for data integrity.
• Ability to manage time effectively to meet quality and productivity targets.

Responsibilities

• Serve as the first line of defense for inbound banking-related inquiries, providing accurate and timely information to clients.
• Actively listen to customer concerns to diagnose issues and implement effective solutions in real-time.
• Document all customer interactions and case details with precision to ensure data integrity and future reference.
• Adhere to quality assurance standards and productivity targets while handling call volume.
• Resolve complex customer complaints by applying knowledge of banking processes and regulations.
• Maintain a professional and empathetic tone during all voice-based interactions to enhance the customer experience.

Skills

Voice-based support

Banking/financial services

Verbal communication

Active listening

Problem solving

Documentation

Time management

Job description

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Job Description

Summary

We are seeking a dedicated professional to join our IT Services division as a Customer Support Specialist focused on the Banking sector. This pivotal role serves as the primary point of contact for clients, ensuring seamless resolution of inquiries while upholding the high standards of service expected in financial operations. The ideal candidate will leverage strong communication abilities and a solid understanding of banking protocols to manage inbound calls, troubleshoot issues, and maintain productivity metrics, ultimately contributing to customer satisfaction and operational efficiency.

Responsibilities

• Serve as the first line of defense for incoming banking-related queries, providing accurate and timely information to clients.
  
• Actively listen to customer concerns to diagnose issues and implement effective solutions in real-time.
  
• Document all customer interactions and case details with precision to ensure data integrity and future reference.
  
• Adhere to strict quality assurance standards and productivity targets while managing call volume.
  
• Resolve complex customer complaints by applying comprehensive knowledge of banking processes and regulations.
  
• Maintain a professional and empathetic tone during all voice-based interactions to enhance the customer experience.
  

Requirements

Requirements:

• Proven experience in a voice-based customer support environment, preferably within the banking or financial services industry.
  
• Exceptional verbal communication skills with the ability to articulate information clearly and concisely.
  
• Strong active listening capabilities to fully understand customer needs and underlying issues.
  
• Demonstrated proficiency in problem-solving techniques and conflict resolution.
  
• Familiarity with call documentation tools and the ability to maintain accurate records.
  
• In-depth knowledge of banking processes, products, and compliance requirements.
  
• Ability to manage time effectively to meet quality and productivity benchmarks.