Role/Job Title: Customer Service Executive - Retail Liabilities Inbound

Business: Service

Function/ Department: Customer Experience

Place of work: Customer Contact Center (Phone Banking unit)

Roles & Responsibilities:
'1. Productivity

2. Maintaining Service Quality

3. Average Handling Time

4. First Contact Resolution

5. Maintaining TAT for all customer requests

6. Channel Migration to alternate channels

Secondary Responsibilities:
'Drive all the initiatives in the Customer contact center.

Key Success Metrics:
'Productivity, Average handling time, First contact resolution