Job Purpose
To deliver exceptional support to internal and external customers via live chat platforms:
- Engage with customers through live chat to understand and resolve their banking needs.
- Deliver prompt and effective support to enhance customer satisfaction and loyalty.
- Troubleshoot and resolve queries efficiently over chat.
- Ensure timely follow-up on unresolved chat issues.
- Migrate the customers to digital channels
- Clarify and explain procedures and products over the telephone.
- Identify sales opportunities during chat interactions to meet financial targets.
- Collaborate with internal teams for seamless support handoffs and feedback loops.
Knowledge, Skills And Experience
- University graduate (preferably with some background in finance, banking, or mathematics).
- 1–3 years of experience in customer support or chat support roles.
- Strong customer focus with empathy and patience.
- Computer literacy and quick typing skills are essential.
- Proficiency in English and Urdu/Hindi (verbal and written).
- Strong communication and interpersonal skills.
- Ability to multitask and manage time effectively in a fast-paced chat environment.
