Customer Support Representative

Protiviti India; Hyderabad; On-site; INR 250,000 - 450,000; Full time

Job summary

Protiviti India is seeking a customer service professional to handle inbound banking queries from Hyderabad. The role focuses on delivering first-contact resolution and maintaining service quality.

You will work with international customers (US/UK) advantageous, requiring strong English communication, multitasking, and adherence to risk controls. The position supports 24/7 shift operations.

Qualifications

• Graduate with 2+ years in customer service (BFSI preferred).
• Experience with international customers (US/UK) is an advantage.
• Exposure to banking products like Credit Cards, Accounts, or Insurance is preferred.
• Strong command of spoken and written English.
• Ability to work in a 24/7 environment.

Responsibilities

• Handle inbound customer calls and chats related to banking products and services
• Deliver exceptional service by resolving queries at first contact wherever possible
• Accurately identify customer needs and offer appropriate solutions/products
• Take ownership of customer issues and ensure timely follow-up and closure
• Maintain high standards of customer satisfaction and service quality
• Ensure compliance with operational risk policies and internal controls
• Meet individual performance metrics, including quality and productivity targets
• Communicate effectively, showing empathy and professionalism in all interactions
• Manage multiple customer queries across different banking products
• Collaborate with internal teams and direct customers to the relevant departments when required
• Promote value-added products/services based on customer requirements

Skills

Customer-centric mindset

Excellent communication

Interpersonal skills

Problem-solving

Conflict-resolution

Attention to detail

Multitasking

Ownership and accountability

Adaptability and resilience

Education

Graduate degree

Job description

Key Responsibilities

Handle inbound customer calls and chats related to banking products and services

Deliver exceptional service by resolving queries at first contact wherever possible

Accurately identify customer needs and offer appropriate solutions/products

Take ownership of customer issues and ensure timely follow-up and closure

Maintain high standards of customer satisfaction and service quality

Ensure compliance with operational risk policies and internal controls

Meet individual performance metrics, including quality and productivity targets

Communicate effectively, showing empathy and professionalism in all interactions

Manage multiple customer queries across different banking products

Collaborate with internal teams and direct customers to the relevant departments when required

Promote value-added products/services based on customer requirements

Eligibility Criteria

Graduate (mandatory)

Minimum 2+ years of experience in customer service (preferably in BFSI/contact center)

Experience with international customers (US/UK markets preferred) is an advantage

Exposure to banking products such as Credit Cards, Accounts, or Insurance is preferred

Strong communication skills (spoken & written English)

Ability to work in a 24/7 shift environment

Key Skills Required

Customer-centric mindset

Excellent communication and interpersonal skills

Problem-solving and conflict-resolution abilities

Attention to detail and ability to multitask

Strong ownership and accountability

Adaptability and resilience in a fast-paced environment