Customer Service Advisor

Overview

Address customer questions, concerns or requests on accounts, products and services while maintaining customer service expectations.

What you'll do

• Provide customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.
• Collaborate with teams across the bank to align, promote, and integrate customer care initiatives.
• Manage and maintain customer records and documentation to ensure accuracy.
• Participate in training and development initiatives to improve customer skills, knowledge, and services.
• Identify industry trends and developments related to customer service to implement best practice in customer care.
• Execute escalation requests to the relevant team or senior management as required in a timely manner.
• Execute customer service activities through various communication channels including chat, email, and phone.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
• Build relationships with stakeholders/customers to identify and address their needs.
• Manage own workload, take responsibility for the implementation of systems and processes within own work area, and check the work of colleagues within the team to meet internal and stakeholder requirements.
• Manage risk and strengthen controls in relation to the work you own or contribute to, delivering work in line with relevant rules, regulation and codes of conduct.

What you'll need

• Excellent communication skills.
• A problem solving mindset and a strong commitment to resolving complaints in a professional and timely manner.
• Proven experience in a customer service role in voice or back office process.
• Conflict resolution skills and the ability to handle difficult or emotional conversations.
• Experience in analyzing workflows, optimizing procedures and delivering high quality service.
• Key essential skills such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

Details

• Location: Chennai, DLF IT Park.
• Role is based out of Chennai.