Mega for Customer Service Representative

About the Role

We are seeking a customer-focused and experienced Customer Support Representative to support Business Banking customers across inbound and outbound voice channels.

Key Responsibilities

• Handle inbound and outbound voice interactions, live chats, and customer enquiries received through shared inboxes/email for Business Banking customers.
• Provide accurate information regarding banking products, services, accounts, payments, and transactions across all supported channels.
• Manage multiple live chat conversations where applicable, while maintaining accuracy, professionalism, data security, and response quality.
• Review, prioritise, action, and respond to inbox/email cases within agreed service levels, including appropriate case categorization, documentation, and escalation.
• Resolve customer queries and complaints consistently across voice and digital channels, ensuring clear ownership through to closure.
• Deliver a positive customer experience through professional, customer-centric verbal and written communication.
• Identify customer needs and provide appropriate solutions while adhering to bank policies and procedures.
• Support customers across business current accounts, payments, treasury-related enquiries, digital banking platforms, and commercial banking services through voice, chat, and inbox/email.
• Assist customers with account servicing, transaction investigations, online banking support, and general banking enquiries.
• Maintain accurate case notes, correspondence records, customer authentication details, and audit trails across CRM, inbox, and banking systems.
• Route or escalate complex and time-sensitive cases to the appropriate teams, monitor progress, and communicate updates to customers.

Requirements & Tech Stack

• Minimum 1.5 years of experience in customer service/contact centre operations.
• Exposure to voice and digital support channels such as live chat and shared inbox/email.
• Mandatory experience in Banking operations.
• Experience managing customer cases, written correspondence, inbox queues, service-level targets, and escalations is preferred.
• Willingness to work in rotational shifts, including weekends and public holidays, as per business requirements.

Walk-in Drive Details

• Location: HCLTech, Navallur, Chennai
• Address: HCL Tech, ETA 3 Block- Techno Park, Special Economic Zone 33 Rajiv Gandhi Salai, Navallur, Taluk, Chengalpattu, Tamil Nadu 603103
• Date: 23 & 24 October 2026
• Time: 11 AM to 3 PM
• HR Contact: RP Judith