Job Description

Job Purpose

To serve customers by providing product, service information; resolving product and service issues by maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience.

Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues

Job Specific Accountabilities

Ensure self-punctuality, adherence of policies & procedures and discipline to the Centre

Provide excellent customer service by attending to incoming calls within the quality guidelines

Handling and resolving customer complaints to customer satisfaction within the defined authority limits and to escalate as per process

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Ensure quality of inbound / outbound calls by achieving set targets in terms of service standards and customer satisfaction scores

Contribute to the business by generating new prospects/Leads and upselling for all types of FAB products

Maintains customer records by updating customer history through service requests/complaints and Notes Maintain confidentiality of the bank’s customers and data

Ensure the business meets its obligations under the Bank’s Policies and Standards and under local laws/regulations

Attend to special tasks assigned by team leader and Managers

Demonstrate flexibility in adhering to your planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined Service Level and Abandoned rates