Opportunity brief

Responsibilities:

Handle inbound and outbound calls,email interacrions to resolve customer queries and complaints.
Respond to customer emails within defined TAT and quality SLAs.
Identify customer needs and provide accurate,complete and timely resolutions.
Investigate customer issues thoroughly while adhering to regulatory and internal complianceguidelines
Draft clear, professional, and empathetic email responses aligned with the company's communication standards
Escalate complex or unresolved issues to relevant internal teams and ensure timely follow-up and closure
Maintain accurate records of customer interactions, case logs, trackers, and resolution documentation
Build and maintain strong customer relationships through professional and empathetic communication
Ensure strict compliance with regulatory frameworks such as RBI, TRAI, or other applicable authorities
Support internal and external audits by providing call records, email logs, and documentation as required
Identify recurring customer issues and proactively highlight them to supervisors for process improvement
Follow company policies, communication guidelines, and quality standards at all times
Actively contribute to customer retention by delivering a high standard of service

Requirements:

Minimum 1–2 years of experience in customer support (voice and/or email)
Excellent verbal and written communication skills with strong comprehension abilities
Strong attention to detail, accuracy, and professionalism in both spoken and written communication
Understanding of compliance, regulatory requirements, and data confidentiality protocols
Ability to handle high interaction volumes efficiently while maintaining quality standards
Strong problem-solving skills and ability to work independently and within a team
Willingness to work in rotational shifts, if required