US Banking Blended Process Professional

Shashwath Solution; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

iEnergizer in Pune is hiring a Customer Support Executive for the Project One US Banking Blended Process (Voice & Chat). The role involves handling voice and chat interactions, assisting customers with US banking products and services, and ensuring satisfaction through effective problem-solving.

Ideal candidates have 1+ year experience in an international BPO, strong English communication, and the ability to work in rotational shifts including nights.

Qualifications

• Graduation in any field (or pursuing).
• Minimum 1 year in an international BPO, preferably US banking.
• Excellent verbal and written English communication.

Responsibilities

• Handle customer inquiries via voice and chat for US banking products and services.
• Assist with account-related issues and transactions.
• Resolve issues with patience, aiming for first-contact resolution.
• Update customer data accurately in the system.
• Maintain high customer satisfaction with timely responses.
• Meet daily/weekly/monthly performance targets and adhere to SOPs.
• Participate in training to improve product knowledge and skills.

Skills

English communication

Written communication

Education

Any graduate/undergraduate

Tools

MS Office

Chat platforms

Job description

Job Overview: iEnergizer is currently 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.

Keywordscustomer service,voice process,customer support,customer care,chat process,non voice process,semi voice,email support,international bpo*,blended process*,written and oral communication*,product knowledge*,standard operating procedures*