US Banking Blended Process Professional

Shashwath Solution; Dadri; On-site; INR 250,000 - 450,000; Full time

Job summary

Shashwath Solution in India is hiring a Customer Support Executive for the Project One US Banking Blended Process (Voice & Chat). You will handle US banking inquiries via voice and chat, delivering professional support to international clients and ensuring resident satisfaction.

The role requires 1 year of international BPO experience, strong English communication, and proficiency with MS Office and customer service tools.

Qualifications

• Any graduate or undergraduate.
• Minimum of 1 year of experience in an international BPO environment (preferably US banking sector).
• Excellent verbal and written communication skills in English.
• Basic knowledge of MS Office and ability to use chat platforms or other customer service tools effectively.
• Willingness to work in rotational shifts including night shifts.
• Strong problem-solving abilities, attention to detail, multitasking, and the capability to handle high-pressure situations.

Responsibilities

• Handle inquiries and provide support for US banking products and services via voice and chat.
• Offer assistance with account-related issues, transactions, and other banking inquiries.
• Resolve customer issues with patience and professionalism, ensuring first-contact resolution wherever possible.
• Ensure customer data is accurately updated in the system.
• Maintain high levels of customer satisfaction by delivering quality and timely responses.
• Meet daily/weekly/monthly performance targets, such as customer satisfaction scores, response times, and issue resolution times.
• Follow all standard operating procedures (SOPs) while interacting with customers.
• Participate in training and coaching sessions to continuously improve product knowledge and customer service skills.

Skills

Communication skills

Multitasking

Problem-solving

Attention to detail

Customer service

Education

Any graduate or undergraduate

Tools

MS Office

Chat platforms

Job description

Job Overview

Hiring for the position of a Customer Support Executive in the Project One US Banking Blended Process (Voice & Chat). This is a fantastic opportunity for professionals with experience in international BPOs, who possess excellent communication skills and a passion for customer service. The role requires managing both voice and chat interactions, providing support to customers in the US banking sector. As part of our dynamic team, you will play a critical role in ensuring customer satisfaction through effective problem-solving and communication.

Key Responsibilities

• Handle customer inquiries and provide support for US banking products and services via voice and chat.
• Offer assistance with account-related issues, transactions, and other banking inquiries.
• Resolve customer issues with patience and professionalism, ensuring first-contact resolution wherever possible.
• Ensure customer data is accurately updated in the system.
• Maintain high levels of customer satisfaction by delivering quality and timely responses.
• Meet daily/weekly/monthly performance targets, such as customer satisfaction scores, response times, and issue resolution times.
• Follow all standard operating procedures (SOPs) while interacting with customers.
• Participate in training and coaching sessions to continuously improve product knowledge and customer service skills.

Required Skills & Qualifications

• Educational Qualification: Any graduate or undergraduate.
• Experience: Minimum of 1 year of experience in an international BPO environment (preferably in the US banking sector).
• Communication Skills: Excellent verbal and written communication skills in English.
• Technical Skills: Basic knowledge of MS Office and ability to use chat platforms or other customer service tools effectively.
• Availability: Willingness to work in rotational shifts (including night shifts) and on rotational off days.
• Personality Traits: Strong problem-solving abilities, attention to detail, ability to multitask, and the capability to handle high-pressure situations.
• Mandatory Key Skills
• international BPO,US banking sector,communication,customer support,customer service,MS Office,customer service tools,Blended Process.