Customer Service Executive-Credit Card Inbound

Job Requirements

Job Title: Customer Service Executive – Credit Cards

Department/Function: Customer Service

Job Purpose:

Are you someone who thrives on solving problems and creating memorable customer experiences? As a Customer Service Executive – Credit Cards Inbound at IDFC FIRST Bank, you’ll be the voice our customers trust. You’ll handle credit card queries with empathy, speed, and precision—turning everyday interactions into moments of delight. If you’re ready to be part of a high-energy team that values service excellence, innovation, and growth, this is your chance to shine in a 24x7 dynamic environment.

Roles & Responsibilities:

• Handle inbound customer queries related to credit cards with speed and accuracy

• Maintain high service quality (SQ), first contact resolution (FCR), and average handling time (AHT)

• Ensure timely resolution of customer requests within defined turnaround time (TAT)

• Promote migration to alternate service channels for improved efficiency

• Drive Net Promoter Score (NPS) through positive customer interactions

• Upsell identified products to support revenue generation

• Adhere to weekly shift schedules, including rotational shifts (24x7)

• Support and drive key initiatives within the Customer Contact Center

• Contribute to overall service excellence and operational efficiency