Client Service Executive – Digital Servicing & Service Quality Assurance

About the role

The Client Service Executive will manage client inquiries and complaints through digital channels such as social media and chat‑bot interfaces. The role also supports the marketing team in launching and tracking digital campaigns while analysing feedback to improve processes and products.

Key responsibilities

• Respond to customer posts, comments and messages on Facebook, Twitter, LinkedIn and other social platforms.
• Handle inbound and outbound calls to gather information, resolve issues and provide accurate guidance.
• Moderate user‑generated content in line with internal policies and ensure timely follow‑up.
• Tag interactions correctly, track cases, and meet turnaround‑time targets.
• Identify financial needs during calls and propose appropriate solutions.
• Collaborate with marketing and social media teams to support campaign execution and performance monitoring.
• Analyse digital feedback, highlight trends and recommend process or product improvements.
• Maintain compliance with KYC and anti‑money‑laundering policies.

Required profile

• Strong attention to detail and ability to work under defined KPIs and KRIs.
• Excellent written communication for public social‑media responses.
• Ability to handle sensitive issues with professionalism and empathy.
• High awareness of KYC and AML regulations.
• Multi‑skilled to manage both social‑media interactions and phone calls.

Required skills

• Facebook
• Twitter
• LinkedIn
• Chatbot platforms