Call Center Executives - Hindi

Job Description

Responsibilities Handle customer calls/ issues quickly and effectively and end to end resolution (if applicable). Sign up customers for value added services and digital education (if applicable). Tag the call type accurately as appropriate. Give accurate information to customers on his queries / concerns. Have high awareness levels on KYC and Anti-money laundering Policy. Multi-skilled to handle both inbound and outbound calls (if applicable). Initiate and strive towards achieving set targets and service standards. Probe and identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable). Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / Process gaps and highlight to the management. Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self closure (if applicable). Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable). Customer Data Confidentiality to be strictly adhered to. Adherence to compliance with all applicable rules / regulations and group policies. Ensure KPI's (Key Performance Indicator) and KRI's (Key Risk Indicator, eg proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement. Also handle client calls / issues while providing consistent delivery of client delight relating to queries/ requests / financial needs / problem resolution keeping focus Risk Management and Governance Ensure the business meets its obligations on the prevention of money laundering under the Group Policy and Standards and under local laws and regulations. Processing and decision making as per Departmental Operating Instructions manual and within the time lines and accuracy standards specified. Continuous Improvement in Productivity to the standards prescribed from time to time.