Customer Support Representative

Contact Centre Representative

Location: Hyderabad
Work Mode: Work from Office
Contract: 9 Months
Experience: 1.8+ Years
Education: Graduate
Industry: BFSI
Shift: 6:30 AM to 3:30 PM IST
Process: Singapore Business Insurance Operations & Contact Center

Interaction Mix: Calls and Emails are the primary channels; Chats are minimal.

Job Responsibilities

• Handle inbound customer calls and respond to customer emails/mailbox queries in a polite and professional manner.
• Resolve customer issues at the first point of contact wherever possible.
• Deliver solutions in line with customer expectations and commitments.
• Understand customer needs and recommend relevant value-added products and services.
• Provide excellent customer service by staying updated on training and internal communications.
• Build customer loyalty through strong knowledge of key products and services.
• Take ownership of customer issues and escalate them appropriately when required.
• Maintain high standards of customer service while demonstrating patience and empathy.
• Work collaboratively with colleagues and support a diverse and inclusive environment.

Required Skills

• BFSI/domain knowledge.
• Excellent verbal and written communication skills.
• Strong email writing skills.
• Understanding of quality and customer satisfaction measures in a contact centre environment.
• Good prioritization, planning, and organizational skills.
• Ability to adapt to changing requirements.
• Ability to work in a high-volume, fast-paced environment.
• Customer-focused approach with a polite, friendly, and empathetic attitude.
• Attention to detail and a strong commitment to getting things right.