Officer/Assistant Manager-Phone Banking

Role & responsibilities

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.
• Rotational Shift/Rotational weekly offs
• Releiving Letter mandatory from all previous companies mentioned in cv