Executive - Customer Services, T1 Service

Role Purpose

Responsible for handling of Inbound calls / outbound from Credit Card holders to resolve customer services requests, complaints & queries as per agreed SLAs.

Role Accountability

1. Provide servicing to customers ensuring optimum service levels to enhance customer experience
2. Achieve targets on a daily basis like AHT, Productivity, Cross sell (S2S), retention, First call resolution, Voice call quality, CSAT, ensuring compliance to business policy, processes and procedures
3. Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations
4. Ensure maintenance of TAT of resolution across sub-processes
5. Ensure process documentation and compliance adherence

Measures of Success

1. FRT(First Response Time) Rate
2. Real time resolution rate
3. Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation
4. Process Improvement through RPA
5. Schedule adherence
6. AHT & Productivity
7. Process Adherence as per MOU

Technical Skills / Experience / Certifications

Knowledge of customer service processes

Competencies critical to the role

1. Stakeholder Management
2. Problem Solving
3. Process Orientation
4. Detail Orientation

Qualification

Graduate in any discipline

Preferred Industry

FSI