Sr. Officer/Officer - Customer Experience

About the company

BOBCARD Limited operates as a non-deposit-taking NBFC with a long-standing presence in the Indian credit card space. The business was set up in 1994 with a specific focus on meeting the needs of a rapidly expanding credit card market. It is recognized as one of the early movers in the country’s card industry and was the first non-banking company in India to launch credit cards. Its primary line of business is credit card issuance.

Role overview

This position is for a Customer Experience officer responsible for handling customer communication, resolving issues, and maintaining service quality across email-based interactions. The role calls for clear, courteous, and accurate responses while ensuring that customer concerns are addressed within the expected turnaround time.

Key responsibilities

• Review customer issues, provide suitable resolutions, or route the matter to the appropriate team when needed.
• Handle customer emails and respond within the defined turnaround time.
• Draft replies that are correct in grammar, easy to understand, and empathetic in tone.
• Use ready-made response formats where relevant, while tailoring them to the customer’s specific query.
• Track pending cases, follow up regularly, and work toward complete closure.
• Keep the customer’s needs at the center of every interaction.
• Operate in line with standard operating procedures and compliance requirements.
• Protect customer information and maintain confidentiality in every communication.

Candidate profile

The ideal applicant should bring strong written communication skills, good reading comprehension, and the ability to solve problems effectively. High attention to detail, accuracy, and the capacity to juggle multiple tasks while managing time well are also important. Familiarity with CRM platforms and email handling tools is preferred, along with any prior exposure to credit card processes.

Eligibility

Any graduate can apply for this role.

Additional information

This role is indicative of a customer experience position focused on email support, issue resolution, and process adherence. Experience or knowledge in credit card operations is preferred, though not mandatory based on the provided details.