Customer Service Executive-Credit Card Inbound

Job description

Job Requirements

Role/ Job Title: Customer Service Executive- Credit Cards Inbound

Business: COO Functions

Function/ Department: 'Customer Experience

Roles & Responsibilities

• Maintaining Service Quality

• Maintaining Average Handling Time

• Maintaining First Contact Resolution

• Maintaining TAT for all customer requests

• Channel Migration to alternate channels

• Driving NPS through positive customer experience

• Upselling of identified products for revenue generation

• Adherence to the weekly schedule (Roster) published including shifts 24*7

Secondary Responsibilities

Drive all the initiatives in the Customer contact center

Key Success Metrics

SQ scores, NPS Scores, AHT, FCR, Sales and Adherence to schedule.