via Career pages·1w ago
Elite Banker - Service
IDFC First Bank
Full-timeOn-sitecustomer serviceservice metrics managementfirst contact resolution
Location:Thane, Maharashtra, IndiaType:Full-timePosted:1w ago
Job Requirements
About the Role
: Elite Banker – Service
The Elite Banker – Service role within the Smart Banker department is focused on delivering exceptional customer service. The primary objective is to ensure that all customer interactions are handled efficiently, with timely resolutions provided within defined turnaround times (TAT). The role emphasizes service quality, customer satisfaction, and promoting the use of alternate service channels.
Primary Responsibilities
- Ensure all customer queries are attended to promptly and resolved within the defined TAT.
- Maintain high standards of service quality across all interactions.
- Monitor and improve Average Handling Time (AHT) and First Contact Resolution (FCR) metrics.
- Promote channel migration by encouraging customers to use alternate service channels.
Secondary Responsibilities
- Drive and support all initiatives within the Customer Contact Center aimed at enhancing service delivery and operational efficiency.
Education
- Graduation: Any discipline (Full-Time)
- Postgraduation: MBA / PGDM / Any discipline (Preferred)
Experience
- Minimum of 2 years of relevant experience in customer service or a related field.
Skills and Attributes
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