Phone Banking Officer / Customer Service Executive

About Axis Phone Banking

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.

Role & responsibilities

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.

Role

Process

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Industry

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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.

Preferred candidate profile

Optimal qualification for success on the job is:

Graduate or Post-graduate from a recognized institution.

2- 4 years of relevant experience.

Candidate who can join immediately are preferred.

Freshers can apply. (Graduation - should be passed in all semesters)

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

Excellent English communication,