Job Description

Customer Service specialist - Voice

INTERNAL USAGE:

No. of Vacancies:

Reports to:

Is a Team leader?

No

Team Size:

Grade:

Business:

Retail Operations

Department:

? Axis Phone

Sub

-

Department:

Axis Phone

Location:

Mumbai

About Axis Phones

Axis Phones engages with Axis Banks customers and prospects, virtually, through the inbound contact center to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell. Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities. Keeps a check on any malpractices and defines actions basis severity of incidents. The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

About

the

Role

The role exists for effectively resolving customer queries or complaints - at the first instance - with excellent customer satisfaction scores and minimum handling time along with cross selling and upselling various products

Key Responsibilities

? Effectively resolving customer queries or complaints - at the first instance - with excellent customer satisfaction scores and minimum call handling time,


? Delivering service with requisite courtesy and accuracy,


? Demonstrating complete onus to customers? queries / problems,


? Adhering to product and process requirements with nil errors,


? Escalating customer issues to the right internal stakeholders,


? Ensuring process efficiency and effectiveness,


? Complying to service and sales guidelines


? Achieving Call Quality targets and other key performance indicators,


? Cross-sell / upsell products like loans, mortgages, priority / elite accounts, etc.

Qualifications

Optimal qualification for success on the job is:


? Graduate or Post graduate from a recognized institution


? 2- 5 years of relevant experience

Role Proficiencies:

For successful execution of the job, a candidate should possess the following:

Excellent written and oral communication, Service mindset, Enthusiastic and self-motivated, Ability to work in a dynamic environment, Good comprehension skills, Team player with a positive attitude,


Knowledge about the Banking industry will be an added advantage