RO:RL - Operation CPC Customer Service Representative - Retail

We are looking for a highly skilled and experienced professional to join our team as a Customer Service Representative in the Retail Lending Department The ideal candidate will have 2 to 7 years of experience in customer service, with excellent communication skills and the ability to provide top-notch service to our customers

• Ensure timely and effective servicing of customer queries and requests post-disbursement of loans
• Manage service requests and handle customer complaints and escalations professionally
• Provide exceptional customer experience and ensure delightful interactions with our clients
• Close service requests within the defined turnaround time (TAT) and adhere to quality standards (QoC)
• Handle escalations efficiently and effectively to resolve issues promptly
• Cross-sell services to sales teams to enhance customer satisfaction

• Graduate or Postgraduate degree in Management or a related field
• Minimum 2 years of experience in customer service, preferably in retail lending or a related industry
• Excellent communication and interpersonal skills are required to build strong relationships with customers and colleagues
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously
• Strong problem-solving skills are necessary to analyze problems and develop effective solutions
• Experience in handling customer complaints and escalations is preferred
• Ability to ensure delightful customer experience
• Ability to close service requests within TAT and as per QoC
• Handling of escalations in a professional and timely manner

The Axis Bank Limited Retail Lending Department focuses on offering various loan products like Home Loans, Car Loans, and Personal Loans, among others They also offer working capital loans and Business loans for Small Businesses, and are responsible for rural lending business of the bank