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:\xef\xbf\xbd Axis Phone Sub-Department: Axis Phone
Location: Mumbai/Chennai
About Axis PhonesAxis 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 RoleThe 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 productsKey Responsibilities\xef\xbf\xbd Effectively resolving customer queries or complaints - at the first instance - with excellent customer satisfaction scores and minimum call handling time,\xef\xbf\xbd Delivering service with requisite courtesy and accuracy,\xef\xbf\xbd Demonstrating complete onus to customers\xef\xbf\xbd queries / problems,\xef\xbf\xbd Adhering to product and process requirements with nil errors,\xef\xbf\xbd Escalating customer issues to the right internal stakeholders,\xef\xbf\xbd Ensuring process efficiency and effectiveness,\xef\xbf\xbd Complying to service and sales guidelines\xef\xbf\xbd Achieving Call Quality targets and other key performance indicators,\xef\xbf\xbd Cross-sell / upsell products like loans, mortgages, priority / elite accounts, etc.
QualificationsOptimal qualification for success on the job is:\xef\xbf\xbd Graduate or Post graduate from a recognized institution\xef\xbf\xbd 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 advantageSkills:Refer to the About Company:Axis Bank is the third largest private sector bank in India. The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates, MSME, Agriculture and Retail Businesses. The Bank has a large footprint of 4,594 domestic branches (including extension counters) with 11,333 ATMs & 5,710 cash recyclers spread across the country as on 31st March, 2021. The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021.The Overseas operations of the Bank are spread over eight international offices with branches at Singapore, Dubai (at DIFC) and Gift City-IBU; representative offices at Dhaka, Dubai, Abu Dhabi, Sharjah and an Overseas subsidiary at London, UK. The international offices focus on Corporate Lending, Trade Finance, Syndication, Investment Banking and Liability Businesses

Axis Bank