Customer Service Senior Representative
On-site · Bengaluru, Karnataka, India
Job Summary
Senior Customer Service Representative responsible for investigating complaints, conducting root-cause analysis, and driving improvements in the customer journey to deliver a 5-star experience. Works collaboratively with internal departments and stakeholders to log complaints within regulatory timelines, identify root causes, implement corrective actions, and share insights to improve processes. Emphasizes empathy, ownership of customer concerns, and maintaining high standards of customer experience while adhering to regulatory requirements.
Required Qualifications
- Experience in financial services/insurance sectors
- Proven track record of delivering high-quality customer service
- Excellent communication skills
- Proficient in Microsoft Office
- Inquisitive nature with a desire to identify root causes and resolve customer concerns
- Ability to take ownership of customer experience and improve it
- Strong analytical and problem-solving skills
- Ability to identify areas of improvement across the business and implement solutions
- Confidence to challenge decisions and work with internal/external customers at all levels
- Ability to work under own initiative and be proactive in process improvements
- Knowledge of FCA complaint handling (training provided)
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.