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Customer Care Agent

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1.      Responsibilities:

  1. ·          Handle inbound customer calls and manage service emails per defined SLAs
  2. ·          Accurately authenticate customers and record interactions in CRM
  3. ·          Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP
  4. ·          Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets
  5. ·          Follow schedule adherence and real-time instructions from RTA/WFM
  6. ·          Tag and update case dispositions; maintain email templates and tone guidelines
  7. ·          Adhere to information security, data privacy and KYC guidelines
  8. ·          Participate in training, nesting, and periodic re-certifications.