Professionally handle incoming customer calls and provide accurate information and appropriate solutions. Address customer inquiries related to accounts, cards, loans, digital banking, transactions, fees, products, and services. Receive service-related complaints from bank branches, including link-down and operational issues, and provide solutions or escalate them to the appropriate personnel. Log, resolve, and follow up on customer complaints in accordance with defined SLAs. Process authorized customer service requests while strictly following bank procedures and authentication requirements. Conduct callback services, customer follow-ups, service confirmations, and campaign-related outbound calls. Clearly communicate information about banking products, services, campaigns, digital channels, and applicable fees or charges. Understand customer requirements and recommend suitable banking products, including cards, deposits, loans, and digital banking services. Escalate technical, financial, fraud-related, and policy-related concerns to the relevant departments for appropriate action. Follow customer verification, identification, and security protocols before disclosing any account-related information.

Responsibilities & Context Department Leadership & Strategic Planning Lead the Customer Support function in alignment with business strategy and customer service goals. Develop quarterly and annual support plans, KPIs, service standards, and performance objectives. Promote a strong customer-centric culture and provide strategic recommendations to senior management. Team Management & Development Lead, coach, and develop Customer Support Managers, Team Leaders, and support executives. Set performance expectations, monitor KPIs, and drive team productivity. Identify training needs and support employee development, succession planning, and talent growth. Build a high-performing, accountable, and collaborative support team. Customer Experience & Service Quality Ensure consistent, high-quality customer service across all support channels. Monitor customer feedback, complaints, satisfaction, and retention. Establish effective complaint and escalation management processes. Identify recurring customer issues and implement corrective actions. Ensure compliance with SLAs, service standards, and quality requirements. Operational Performance Oversee daily customer support operations and monitor key metrics such as response time, resolution time, ticket backlog, first-contact resolution, and customer satisfaction. Identify operational gaps and implement improvement initiatives. Review team productivity and service efficiency regularly. Cross-Functional Collaboration Coordinate with NOC, Network, Transmission, Sales, Enterprise, IT, Billing, Finance, and other relevant teams to resolve customer issues. Act as a key escalation point for critical customer complaints and service disruptions. Ensure effective communication between Customer Support and other departments. Reporting & Business Analysis Prepare and present Customer Support performance reports and management dashboards. Analyze complaints, ticket trends, SLA performance, resolution times, and service quality data. Identify trends, risks, and improvement opportunities and provide actionable recommendations. Process Improvement & Automation Review and improve existing customer support processes for greater efficiency. Promote the use of CRM, ticketing, ERP, monitoring, automation, and self-service solutions. Lead initiatives to standardize and automate support workflows. Resource & Capacity Management Forecast customer support workload and manpower requirements. Ensure proper staffing, shift coverage, and workforce allocation. Coordinate with HR and management regarding recruitment and additional resource requirements. Risk & Incident Management Lead Customer Support activities during major incidents, service disruptions, and critical escalations. Coordinate incident response and ensure timely communication with customers and stakeholders. Conduct post-incident reviews and implement corrective and preventive measures. Identify operational risks and develop mitigation strategies to minimize customer and business impact.