via Career pages·1w ago
Customer Service Executive-Credit Card Inbound
IDFC First Bank
Full-timeOn-sitecustomer feedbackcredit card processinginbound customer supportchannel migrationfirst contact resolutionconflict resolutionservice qualitycustomer query resolutionmultitaskingattention to detailcrm softwarestress managementpersonal brandingcredit card knowledgeproblem solvinglearning agilitybanking regulationsupsellingcredit card operationscommunication & influenceaccount managementservice orientationcustomer supportdigital literacyactive listeningcall handlingcross-sellingempathy
Location:Navi Mumbai, Maharashtra, IndiaType:Full-timePosted:1w ago
Job Requirements
Role/ Job Title: Customer Service Executive- Credit Cards Inbound
Business: COO Functions
Function/ Department: 'Customer Experience
Place of Work: Customer Delight Center
Roles & Responsibilities:
- Maintaining Service Quality
- Maintaining Average Handling Time
- Maintaining First Contact Resolution
- Maintaining TAT for all customer requests
- Channel Migration to alternate channels
- Driving NPS through positive customer experience
- Upselling of identified products for revenue generation
- Adherence to the weekly schedule (Roster) published including shifts 24*7
Secondary Responsibilities :
Drive all the initiatives in the Customer contact center
Key Success Metrics:
SQ scores, NPS Scores, AHT, FCR, Sales and Adherence to schedule.
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