Job Description

Description:

  • Utilizes platform ( PEGA / AWS ) to respond to service inquiries from customers and resolve complex or expansive issues across multiple systems and platforms
  • Identify, research, and resolve customer issues
  • Follow-up on all customer requests via chat and emails.
  • Maintains detailed knowledge of a subset of product and service offerings to customers
  • Analyzes risk areas and identifies solutions to meet customer's needs
  • Ensuring Information security for sensitive data
  • Balancing NPS and ensuring a positive customer experience while managing / minimizing operating losses.
  • Accurate reporting of MIS /Timekeeping
  • Undertake other assignments as given by the Team Lead/Manager
  • Apply professional attitude and image for all internal and external customers

Qualifications:

  • Graduate
  • Strong problem solving skills and detail-oriented
  • Years of Experience : 0 – 2 Years

Preferences:

  • Must possess excellent PC and keyboarding skills (40 WPM – typing speed; 90% accuracy)
  • Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation
  • Must possess good analytical skills
  • Courteous with strong customer service orientation
  • Dependable with proficient attention to detail
  • Previous experience in Banking / Cards operations will be a plus.
  • Persuasiveness and a willingness to resolve customer queries
  • Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established
  • Must possess procedure driven judgment in order to find the best solution to an issue
  • Must be goal oriented

Preferred personal attributes:

  •  Highly motivated & self-driven
  •  Result orientated
  •  Customer orientated
  •  Analytical thinking

Shift of operations:

  • US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week.