Digital Banking Customer Service Representative

2 days ago

Lahore, Punjab, Pakistan beBee Careers Full time

Customer Support Professional

Job Description

As a key member of our support team, you will serve as the primary point of contact for customers, addressing their inquiries, resolving issues, and providing assistance regarding digital banking services.

You will play a crucial role in ensuring customer satisfaction by delivering high-quality support and maintaining a positive customer experience.

Key Responsibilities
  • Respond promptly to customer inquiries via various channels, including phone, email, chat, and social media, providing accurate information and solutions.
  • Assist customers in troubleshooting and resolving issues related to account access, transactions, and other banking services.
  • Maintain a deep understanding of our products and services to effectively assist customers and promote features.
  • Accurately document customer interactions, inquiries, and resolutions in the support system to ensure continuity and quality of service.
  • Collect and relay customer feedback and suggestions to relevant teams to improve services and customer experience.
  • Collaborate with other departments (such as tech support, compliance, and product development) to resolve complex customer issues and enhance service delivery.
  • Meet or exceed established performance metrics, including response times, resolution rates, and customer satisfaction scores.
  • Participate in training sessions and contribute ideas for improving customer support processes and policies.
Requirements
  • A bachelor's degree in Business, Communication, or a related field is preferred.
  • 1-3 years of experience in customer support or service roles, ideally in the banking or fintech industry.
  • Excellent verbal and written communication skills in both English and Urdu (knowledge of other regional languages is a plus).
  • Familiarity with digital banking platforms and proficiency in using customer support software and tools.
  • Strong analytical skills with the ability to troubleshoot and resolve customer issues effectively.
  • Passion for providing exceptional customer service and a commitment to meeting customer needs.
  • Ability to work collaboratively in a fast-paced environment and support team goals.

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