Job Description

Job Requirements
About the Role
Be the voice of IDFC FIRST Bank! As a Customer Service Executive, you'll be the first point of contact for our customers--resolving queries, building trust, and delivering service that delights. If you're passionate about people, love solving problems, and thrive in a fast-paced environment, this is your chance to shine and grow with a brand that puts customers first.
Key Responsibilities
Primary Responsibilities

• Deliver outstanding customer service by resolving queries efficiently and empathetically
• Take ownership of customer issues and ensure timely resolution
• Promote customer-centricity by enhancing service quality and customer engagement
• Monitor service metrics like SQ scores, AHT, FCR, and NPS
• Develop and implement service procedures, policies, and standards
• Maintain accurate records of customer interactions and service actions
• Support upselling initiatives to drive organic growth
• Adhere to approved budgets and manage resources effectively

Secondary Responsibilities

• Monitor and engage on social media platforms (Twitter, Facebook, etc.) to address customer concerns
• Collaborate with internal teams to ensure quick complaint resolution
• Drive initiatives to improve grievance handling and brand perception
• Explore opportunities for faster resolution and improved customer experience

What We Are Looking For
Education

• Graduate (Any discipline)
• Postgraduate (Preferred, any discipline)

Experience

• Minimum 2-3 years in customer service, preferably in banking or financial services

Skills and Attributes

• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Ability to manage multiple priorities and work in a fast-paced environment
• Proficiency in CRM tools and digital platforms
• Customer-first mindset with a focus on service excellence
• Ability to mentor and motivate team members

Skills Required