Walk-in | Customer Service Representative

HCL Technologies Limited; Chennai; On-site; INR 320,000 - 520,000; Full time

Job summary

HCL Technologies Limited invites applications for a Senior Customer Support Representative to support Business Banking customers via inbound/outbound voice, live chat, and email. The role requires delivering excellent service, resolving complex queries, and ensuring compliance with banking regulations across corporate products.

Ideal candidates have strong communication skills, a background in corporate/commercial banking, and the ability to handle customer interactions with professionalism.

Qualifications

• Bachelor's degree from a recognized university.
• 1.5+ years in customer service/contact centre operations with voice and digital support channels.
• Mandatory experience in Corporate Banking and Commercial Banking operations.

Responsibilities

• Handle inbound/outbound voice interactions, live chats, and emails for Business Banking customers.
• Provide accurate information on banking products, services, accounts, payments, and transactions.
• Manage multiple chats, maintain data security, and ensure service levels; document cases and escalate when needed.
• Route or escalate complex cases to relevant teams and communicate updates to customers.

Skills

Customer service

Call center operations

Voice support

Digital support

CRM systems

Education

Bachelor's Degree

Tools

CRM platforms

Chat platforms

Shared mailbox tools

Job description

HCLTech is hiring for International contact Center on 28th (Wed), 29th (Thrus) and 30th (Fri) Oct 2026. (Inbound calls)

Walk-in Drive Details

Date: 28th, 29th and 30th Oct ,2026 - Wed, Thrusday and Friday

Location: HCL AMB-6

104-8, Sai Nagar, Ambattur Industrial Estate, Chennai, Tamil Nadu 600076.

Time: 10:30- 2:30 PM

HR Contact Name: Judith

Please carry anyone Government ID proof.

Job Summary

We are seeking a customer-focused and experienced Senior Customer Support Representative to support Business Banking customers across inbound and outbound voice, live chat, and shared inbox/email channels. The role is responsible for delivering exceptional customer service, resolving complex queries, managing written and verbal interactions within agreed service levels, ensuring compliance with banking regulations, and supporting customers across a range of business and commercial banking products and services.

The ideal candidate should have strong communication skills, a solid understanding of corporate and commercial banking operations, and the ability to handle customer interactions with professionalism, accuracy, and empathy.

Key Responsibilities

Customer Service & Relationship Management

• Handle inbound and outbound voice interactions, live chats, and customer enquiries received through shared inboxes/email for Business Banking customers.
• Provide accurate information regarding banking products, services, accounts, payments, and transactions across all supported channels.
• Manage multiple live chat conversations where applicable, while maintaining accuracy, professionalism, data security, and response quality.
• Review, prioritise, action, and respond to inbox/email cases within agreed service levels, including appropriate case categorisation, documentation, and escalation.
• Resolve customer queries and complaints consistently across voice and digital channels, ensuring clear ownership through to closure.
• Deliver a positive customer experience through professional, customer-centric verbal and written communication.
• Identify customer needs and provide appropriate solutions while adhering to bank policies and procedures.

Business Banking Operations

• Support customers across business current accounts, payments, treasury-related enquiries, digital banking platforms, and commercial banking services through voice, chat, and inbox/email.
• Assist customers with account servicing, transaction investigations, online banking support, and general banking enquiries.
• Maintain accurate case notes, correspondence records, customer authentication details, and audit trails across CRM, inbox, and banking systems.
• Route or escal ... complex and time-sensitive cases to the appropriate teams, monitor progress, and communicate updates to customers.

Performance & Quality

• Meet and exceed key performance indicators including:
• Customer Satisfaction (CSAT/CES)
• Quality Scores across voice, chat, and inbox/email
• First Contact Resolution (FCR)
• Average Handling Time (AHT)
• Chat response time and concurrency
• Inbox/email turnaround time and service-level compliance
• Backlog and ageing management
• Schedule Adherence
• Productivity MetricsMaintain high standards of call quality and customer interaction.
• Participate in coaching, quality reviews, and knowledge refreshers.

Required Qualifications & Experience

Education

• Bachelor's Degree from a recognized university.

Experience

• Minimum 1.5 years of experience in customer service/contact centre operations, with exposure to voice and digital support channels such as live chat and shared inbox/email.
• Mandatory experience in Corporate Banking and Commercial Banking operations.
• Experience within Business Banking, Financial Services, or Banking Contact Centre environments is essential.Experience managing customer cases, written correspondence, inbox queues, service-level targets, and escalations is preferred.
• Experience handling international banking customers will be an added advantage.

Mandatory Requirements

• Willingness to work in rotational shifts, including weekends and public holidays, as per business requirements.
• Willingness to work from the office based on business needs.

Knowledge & Skills

• Strong understanding of:
• Business Banking products and services
• Corporate Banking operations
• Commercial Banking processes
• Banking regulations and compliance requirements
• Excellent verbal and written communication skills, with the ability to adapt tone and structure for voice, chat, and email interactions.
• Strong problem-solving and customer handling capabilities.
• Ability to manage difficult customer conversations professionally across verbal and written channels.
• Ability to multitask, manage concurrent chats, prioritise inbox queues, and meet channel-specific service levels.
• Strong written accuracy, grammar, attention to detail, and case documentation skills.
• Good analytical and decision-making skills.
• Proficiency in CRM systems, chat platforms, shared mailbox tools, and banking applications.

Preferred Competencies

• Customer Focus
• Ownership & Accountability
• Attention to Detail
• Team Collaboration
• Effective Communication
• Problem Solving
• Adaptability
• Compliance Mindset

Regards

Judith