About the role
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.
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