International Customer Support Executive

Job title: Contact Center Representative

Reporting to: Respective Managers

Experience: 2+ years

Location: Bangalore

Department: Digital Operations/Contact Center

Role Name: Analyst/ Sr. Analyst/ Process Analyst/ Sr. Process Analyst – Digital Operations

Grade: P1 and P2

We are seeking a highly skilled and customer-focused Banking Customer Support Representative to join our team. As the first point of contact for our US banking customers, you will provide exceptional service and support across multiple communication channels, including inbound and outbound calls. You will address banking-related inquiries, assist with account management, resolve issues, and ensure a positive customer experience by delivering timely, accurate, and efficient solutions. You must possess excellent communication skills with an American accent, as you will be serving US-based customers. A key part of your role will be maintaining compliance with banking regulations and policies while delivering outstanding service.

Requirements:

• Education: Any UG and PG (any specialization)

• Experience: 2+ years of experience in customer service, contact center. Comprehensive on-the-job training will be provided.

• Language Skills: Excellent communication skills with an American accent.

• Work Hours: Flexible working in night shifts and rotational week offs.

• Location: Mandatory work from office.

• Team Culture: A supportive, dynamic environment where teamwork, learning, and customer satisfaction are top priorities.

Domain Specific requirements

• Ensure all customer interactions adhere to banking regulations and privacy laws such as GDPR (General Data Protection Regulation), KYC (Know Your Customer), and Anti-Money Laundering (AML) protocols.

• Provide support for account management services, such as Balance inquiries, Transaction details, Account statements, and information about banking products (e.g., loans, credit cards, mortgages, etc.).

• Guide customers through banking processes such as fund transfers, bill payments, and setting up automatic payments or recurring transactions.

• Build and maintain strong relationships with customers, helping and promoting bank products or services that best meet their needs.

• Familiarity with various banking products and services such as savings and checking accounts, loans, mortgages, credit cards, and digital banking platforms.

Roles and responsibilities

• Customer Service: Handle inbound and outbound calls, inquiries in a friendly, professional, and efficient manner, primarily for US clients.

• Issue Resolution: Address customer concerns or issues effectively, ensuring that all inquiries are resolved in a timely manner while adhering to company guidelines.

• Documentation: Log all customer interactions accurately in the CRM system, including details of inquiries, issues, and resolutions for future reference.

• Escalation: Identify complex issues that require further attention and escalate them to the appropriate department or supervisor.

• Customer Retention: Actively engage with customers to enhance their experience and foster long-term relationships.

• Performance Metrics: Meet individual and team performance targets, including average handling time, customer satisfaction scores, and first-call resolution metrics.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 5 years of experience.

More about this International Customer Support Executive job

1. What is the eligibility criteria to apply for this International Customer Support Executive job?
   Ans: The candidate should be Graduate and above and above with 2 - 5 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹25000 - ₹40000 per month that depends on your interview. It's a Full Time job in Bangalore.
3. How many working days are there for this International Customer Support Executive job?
   Ans: This International Customer Support Executive job will have 5 working days.
4. Are there any charges applicable while applying or joining this International Customer Support Executive job?
   Ans: No, there is no fee applicable for applying this International Customer Support Executive job and during the employment with the company, i.e., MRT INFO TECHNOLOGIES PRIVATE LIMITED.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this International Customer Support Executive role?
   Ans: There is an immediate opening of 30 International Customer Support Executive at MRT INFO TECHNOLOGIES PRIVATE LIMITED
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this International Customer Support Executive job?
   Ans: This International Customer Support Executive job has Rotational Shift.