Senior Customer Support Specialist-BRANCH

About The Role

Manage customer interactions through inbound/outbound calls and emails, ensuring smooth communication with merchants, corporate clients, and internal teams.
Deliver high-quality service, resolve issues within TAT, and consistently work toward improving customer satisfaction and NPS.
Assist corporate/CA customers on CMS & digital banking, including onboarding, activation, demonstrations, and handling CMS-related queries or service modifications.
Understand customer needs to provide effective solutions, resolve challenges, and support system integration or product-specific requirements.
Coordinate with internal teams (CMS Setup, Operations, Implementation, IT, RM, PSM, BSG, etc.) to ensure timely and accurate query resolution.
Perform outbound calling activities for POS servicing and cross-selling products like loans and insurance to achieve sales and activation targets.
Maintain accurate MIS reports and calling data using MS Excel; ensure precision and timely reporting.
Demonstrate strong communication skills in Hindi, English, and Marathi, with excellent customer handling, convincing, and problem-solving abilities.
Work efficiently in a target-driven environment, ensuring portfolio activation, higher market share, and service delivery quality.
Leverage experience in customer support, CMS, POS, and banking operations while adhering to quality standards, NPS goals, and service excellence.