Phone Banking Officer - 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
SubDepartment:
Axis Phone


Location:
Mumbai/Chennai


About Axis Phones


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.



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 \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.



Qualifications


Optimal 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 advantage