Customer Support Officer.Client Experience and Conduct Group-Customer Service

Mashreq; Bengaluru; On-site; INR 260,000 - 420,000; Full time

Job summary

Mashreq Bengaluru is seeking a results-driven Call Center Executive to assist customers over the phone, understand banking needs, and guide them to digital channels. You will resolve issues, explain banking procedures, support sales opportunities, and contribute to customer loyalty through clear communication and attentive service.

Ideal candidates have 1–3 years experience, strong English and Hindi/Urdu communication, and a customer-focused mindset while being proficient with basic computer

Qualifications

• University Graduate with finance, banking or maths preferred.
• 1–3 years of experience.
• Very customer-focused.
• Computer literate is a must.
• Excellent communication skills in English & Urdu/Hindi.
• Strong listening and interpersonal skills.

Responsibilities

• Interact with customers over the phone to understand banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the telephone.
• End-to-end follow-up of customer issues.
• Migrate customers to digital channels.
• Convert sales opportunities to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development.

Skills

Excellent communication

Customer focus

Listening skills

Interpersonal skills

Education

University degree

Tools

Computer literacy

Job description

Job Purpose

To delight internal and external customers over the phone ( inbound & outbound -call back)

• Interact with customers over the phone to understand their banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the telephone.
• End-to-end follow-up of customer issues
• Migrate the customers to digital channels
• Convert sales opportunities to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development.

Key Result Areas

Achieve the required KPI set in term of Adherence CRD AHT Quality score post call survey NPS

Key Result Areas (Continued)

Operates in a Call Centre environment where the interface with customers is over the telephone.

• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the CXCG Inbound callcenter.
• Mostly related to explaining procedures or providing information regarding retail banking products.
• Also involves root cause analysis and reversals of charges and fees when necessary.

Knowledge, Skills and Experience Knowledge, Skills and Experience (Continued)

University Graduate (preferably with some finance / banking or maths component).

• 1 – 3 years experience
• Very customer-focused
• Computer literate is a must
• Excellent communication skills in English & Urdu/Hindi
• Strong listening & Strong interpersonal skill