Customer Service Representative

• Understanding the product and policies to provide efficient resolution for enhanced customer experience
• Work towards meeting and exceeding the targets provided as per the performance scorecard parameters/KPIs communicated e.g. CSAT AHT compliance.
• To keep themselves up to date of any process updates by attending all briefing sessions/team huddles & online learning modules
• To achieve monthly quality thresholds by adhering to compliance reputation and procedural parameters
• To adhere to company policies and guidelines (HR policies Administration guidelines Workplace Floor Norms Leave Policy and Compliance policy etc)
• To escalate issues and seek assistance from the Team Leader or Quality Analyst in case of customer queries and any other issue which needs to be attended

• Great communication skills Spoken (Versant Score 58) and written (Versant Score 55) in English
• For Chat profile typing speed would be min 3540 WPM & accuracy @ 75%
• For chat profile experience in working in chat environment is must
• Strong Interpersonal Communication skills accompanied by Quick Comprehension & Clear Articulation
• US Banking Experience is a must with overall voice experience to be min 12 Months
• Should have knowledge of basic banking financials
• Demonstrated Ability to Work Effectively Within a Team Environment
• Demonstrated consultative experience ability to influence resourceful
• Exceptional listening and relationship building skills
• Demonstrated resiliency in a fastpaced metric driven environment with proficient multitasking and navigation in a windows environment
• Creative problemsolving eager to find customized solutions
• Graduate & above

communication skills,chat,great communication skills,articulation,versant,interpersonal skills,us banking experience,problem-solving,teamwork,consultative experience,customer service