Customer Support Officer, Client Experience and Conduct Group - Customer Service

Role overview

This position is focused on delivering high-quality customer service across phone, chat, and email channels for both internal and external customers. The role requires a strong understanding of banking products and customer needs, along with the ability to provide clear guidance, solve issues thoroughly, and keep service interactions professional and efficient.

What you will do

• Handle customer interactions through inbound, outbound, and call-back phone support, as well as chat and email.
• Listen to banking queries carefully and provide correct information and practical solutions.
• Work to improve customer satisfaction and retention by responding promptly and professionally.
• Manage customer issues across multiple channels and ensure each case is followed through to resolution.
• Encourage customers to use digital banking platforms and support migration to online channels.
• Spot sales opportunities during customer conversations and help contribute toward financial targets.
• Explain banking procedures and product details in a simple and accurate way over the phone.
• Record customer feedback and share insights that can help improve products and service quality.
• Operate in a call centre setting while following bank policies and Direct Banking Center standards.
• Provide information about retail and international banking products and services.
• Carry out root-cause analysis and process reversals for charges or fees when required.

Performance expectations

The role is measured against key service metrics such as adherence, call resolution duration (CRD), average handling time (AHT), quality score, post-call survey results, and Net Promoter Score (NPS).

Experience and background

Candidates should be university graduates, preferably with a background in finance, banking, or mathematics. A minimum of 1 to 3 years of experience in customer service or banking is expected, and experience in international banking is essential.

Working conditions

This is a full-time office-based role. The position requires flexibility to work in 24x7 rotational shifts.

Skills and strengths

The ideal candidate should bring strong customer orientation, clear interpersonal communication, active listening, problem-solving ability, computer proficiency, and the ability to communicate effectively in English and Urdu/Hindi.

Additional notes

The role is based in Bengaluru, Karnataka, India. No stipend or salary details were provided in the source.