International Customer Representative

Job Title: Senior Customer Care Representative
Grade: 7
Qualification: Graduate (Mandatory)

Job Summary

We are looking for a Senior Customer Care Representative to manage operational processes with a high level of accuracy, quality, and compliance. The role involves completing assigned processes within defined timelines while ensuring adherence to internal policies and regulatory requirements.

The ideal candidate should have strong analytical skills, sound judgment, and the ability to resolve process-related issues independently. They should also be capable of providing functional guidance to team members, supporting governance activities, and acting as a backup to the Team Leader whenever required.

Key Responsibilities

• Execute assigned operational processes accurately and within SLAs.

• Ensure compliance with internal policies, regulatory requirements, and quality standards.

• Identify operational discrepancies and resolve them using established procedures.

• Escalate complex issues to senior team members when necessary.

• Perform document verification, KYC validation, and regulatory compliance checks.

• Support governance, process adherence, and continuous process improvement initiatives.

• Provide functional guidance to junior team members.

• Act as a backup for the Team Leader during planned or unplanned absences.

• Maintain high levels of productivity, accuracy, and customer service.

Required Skills & Experience

• Graduate in any discipline.

• Experience in customer service/operations, preferably in a regulated environment.

• Strong knowledge of KYC, document verification, and compliance processes.

• Ability to analyze information and make sound operational decisions.

• Excellent attention to detail and problem-solving skills.

• Good communication and stakeholder management skills.

• Ability to work under deadlines while maintaining quality standards.

Preferred

• Experience handling complex operational scenarios.

• Exposure to governance, risk, and compliance processes.

• Prior experience mentoring team members or acting as a Team Lead backup.

• It is a Full Time Customer Support / TeleCaller job for candidates with 4 - 6+ years Experience.