Customer Support Agent

Key Responsibilities:

Conduct Video KYC Calls / Review the Call: Manage face-to-face video calls with customers to conduct Video KYC processes for identity verification / To audit the call taken by the caller to review and approve the document with strong analytical skills with basic excel skills.

• •Verify Customer Documents: Review and verify the customer’s identity documents during the video call.
• •Resolve Customer Queries: Address customer queries during the VKYC process and provide assistance in a professional and friendly manner.
• •Update Records: Accurately document customer details and VKYC outcomes in the company's systems and databases.

Required Qualifications:

• •Candidates must graduate with any Stream
• •Proven experience in customer service, VKYC, or banking roles (experience in video-based verification )
• •Strong communication skills (both verbal and written) with the ability to engage with customers professionally.
• •Good knowledge of VKYC processes
• •Comfortable with technology, including video conferencing tools and CRM software.
• •Strong attention to detail with the ability to spot inconsistencies in documentation.
• •Ability to handle sensitive information with discretion and maintain confidentiality.

Preferred Skills:

• •Previous experience in video-based KYC verification or in a customer-facing role.
• •Multilingual proficiency is a plus but Hindi and English is a must.
• •Knowledge of the financial sector and the regulatory environment.

Key Competencies:

• •Communication: Clear and concise communication skills are essential for interacting with customers.
• •Attention to Detail: Accuracy in verifying documents and recording customer details.

• •Customer Service Orientation: Providing a positive experience to customers while ensuring compliance.
• •Problem-Solving: Ability to handle difficult situations and resolve any issues during the KYC process.

Work Environment:

Fixed working hours 9 AM to 6 PM, but includes weekend shifts.