Customer Support Officer

JoulestoWatts; Bengaluru; On-site; INR 250,000 - 360,000; Full time

Job summary

JoulestoWatts in Bengaluru invites applications for a customer support role focused on serving international clients across multiple channels. You will resolve queries, ensure accurate processing of requests, and maintain high service standards.

Ideal candidates have 1.5–2 years in an international call centre, with exposure to banking, retail, or collections, and the ability to thrive in a fast-paced environment.

Qualifications

• 18-24 months previous experience working in an international call centre environment and servicing overseas customers is essential.
• Prior experience in customer service, sales or collections is highly valued.
• Background in banking, retail, or contact centre environments is advantageous.
• Demonstrated ability to thrive in fast-paced, high-pressure settings.

Responsibilities

• Delivering world-class customer support, resolving queries, and enhancing customer loyalty through exceptional service.
• Respond to customer inquiries across multiple channels (phone, secure message, chat, emails) with professionalism and empathy.
• Ensure vulnerable customers receive good outcomes by identifying impact and providing adequate support.
• Respond to all customer enquiries and process instructions accurately, efficiently and within timescales.
• Collaborate with internal teams to ensure seamless service delivery and escalate as necessary for prompt resolution.
• Conduct due diligence while reviewing documents or verifying customer identities and report suspicious activity to Finance crime for investigation.
• Identify operational inefficiencies and suggest process improvements to enhance workflow and service quality.
• Complete mandatory training modules and attestations on time and stay updated on regulations.

Job description

Roles and Responsibilities

• Delivering world-class customer support, resolving queries, and enhancing customer loyalty through exceptional service.
• Respond to customer inquiries across multiple channels (phone, digital secure message, chat, emails etc.,) with professionalism and empathy.
• Ensure that customers who are experiencing, or may experience, vulnerability due to their personal circumstances, is especially susceptible to harm receive good outcomes - identify, understand the impact and provide adequate support.
• Respond to all customer enquiries and process customer instructions, whether received by telephone, in writing, by e-mail or made in person accurately, efficiently, professionally and within specified timescales.
• Collaborate with internal teams to ensure seamless service delivery and escalate as where necessary to ensure prompt resolution.
• Conduct due diligence whilst reviewing documents or completing customer ID & verification and report suspicious activity to Finance crime for further investigation and guidance.
• Process Improvement: Identify operational inefficiencies and suggest process improvements to enhance workflow, customer journey and service quality.
• Training & Development: Complete mandatory training modules and attestations on time, staying updated on industry regulations and best practices.
• Proactive approach to invest on self-development aligned to the career goal.
• Prepare and dispatch templated and bespoke manual letters and correspondence via emails.
• Volunteer and support the business during peaks to ensure the team achieves the required SLA expectation.
• Active participation in team engagement and CSR activities initiated by the team or people engagement group.
• Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
• To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc.,

Experience

• 18 -24 months previous experience working in an international call centre environment and servicing overseas customers is essential
• Prior experience in customer service, sales or collections is highly valued
• Background in banking, retail, or contact centre environments is advantageous
• Demonstrated ability to thrive in fast-paced, high-pressure settings