Job Description
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Virtual Care-officer Customer Care
HDFC Bank
Mumbai, Maharashtra
Apply
3 hours ago
Full–time
Group Company:
HDFC Bank Limited
Designation:
Virtual Care-Officer Customer Care - HL (77_1702_10007+)
Office Location:
MIDC Andheri East Mumbai (Branch)
Position description:
Escalation handling & Query handling on the floor
• 1st level escalation call handling and 100% accurate resolution on Calls received at the PhoneBanking during the assigned shifts.
• Call handling staff's query/doubt handling on floor
• Coaching and Feedback sessions for the team handled.
o Nil/ Minimal complaints by customers on improper / erroneous handling of calls during the shift assigned.
o Nil complaints post handling of the escalations. Nil deviations on TAT/No Action
o Error-free & on time logging of complaints/requests/data by team of call handling staff handled.
• Errorfree and timely execution of customer instructions
Team Management:
• Team building and motivation Building the team in terms of service / sales / quality culture by leading by example.
• Consistent performance of the team assigned on servicing of customers
• RCAs of escalations & relevant feedback to be given to all stakeholder (Call handling staff / TMs/ QMs/ Trg Mgrs)
• Analyse on how to reduce escalations / repeat customers
• Play the role of back up to Team Manager across shifts, Holidays, leaves.
• Ensure that speed of execution and timely updates and completion of all projects that get assigned
Call Quality:
• Deliver service quality in order to achieve Quality benchmarks defined from time to time.
• First Call Resolution +0%( for nonComplaints related calls)
• Achieve defined Call Quality scores.
• Achieve defined KAT Scores
• Achieve defined Eprocess Score
Audit & Process Compliance:
• Ensure adherence to process and Audit requirements.
• Ensure accurate and timely submission of financial transactions & requests.
• Ensure Errorfree logging/recording of customer requests
• Adherence to set processes of updating customer interactions in CRMNext & ensuring timely updations of interactions in appropriate systems.
Schedule Adherence & Service Productivity standards
• Consistently meet the service productivity standards Staff needs to meet the service productivity standards as defined from time to time
• Consistently meet the service productivity standards Staff needs to meet the service productivity standards as defined from time to time
• Ensure adherence to schedule and login times as applicable Staff needs to maintain service adherence
• Ensure adherence to schedule and login times as applicable Staff needs to maintain service adherence
Other Operational Activities
• Maintenance of records / record keeping.
• Keep self updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.
• Shift Adherence
• Nil Unscheduled offs
• Appropriate attendance record updation
• Nil Exception of ID maintenance
• Adherence to Audit and compliance process as defined.
Primary Responsibilities:
• Ensuring appropriate handling of 1st level escalations and Queries are handled across the teams assigned
• Team building & motivating assigned call handling staff towards sustained achievement of performance standards and Unit goals and ensuring mínimal attrition
• Ensuring assigned team's compliance to laid down processes and guidelines.
• So that, excellent customer service, optimum productivity and efficiency of the team members are achieved.
Educational qualifications preferred
-
Category: Bachelor's Degree
Required work experience
-
Industry: Exposure to banking preferable
-
Years of experience: 1 to 2
Required Skills:
• Good Team spirit
• Inter personal skill
• Good communication skill
• Proactive & focused approach
• Banking Product & Process Knowledge
Required abilities
-
Other:
• Banking Product & Process Knowledge
• Communication
Virtual Care-officer Customer Care
HDFC Bank
Mumbai, Maharashtra
Apply
3 hours ago
Full–time
Group Company:
HDFC Bank Limited
Designation:
Virtual Care-Officer Customer Care - HL (77_1702_10007+)
Office Location:
MIDC Andheri East Mumbai (Branch)
Position description:
Escalation handling & Query handling on the floor
• 1st level escalation call handling and 100% accurate resolution on Calls received at the PhoneBanking during the assigned shifts.
• Call handling staff's query/doubt handling on floor
• Coaching and Feedback sessions for the team handled.
o Nil/ Minimal complaints by customers on improper / erroneous handling of calls during the shift assigned.
o Nil complaints post handling of the escalations. Nil deviations on TAT/No Action
o Error-free & on time logging of complaints/requests/data by team of call handling staff handled.
• Errorfree and timely execution of customer instructions
Team Management:
• Team building and motivation Building the team in terms of service / sales / quality culture by leading by example.
• Consistent performance of the team assigned on servicing of customers
• RCAs of escalations & relevant feedback to be given to all stakeholder (Call handling staff / TMs/ QMs/ Trg Mgrs)
• Analyse on how to reduce escalations / repeat customers
• Play the role of back up to Team Manager across shifts, Holidays, leaves.
• Ensure that speed of execution and timely updates and completion of all projects that get assigned
Call Quality:
• Deliver service quality in order to achieve Quality benchmarks defined from time to time.
• First Call Resolution +0%( for nonComplaints related calls)
• Achieve defined Call Quality scores.
• Achieve defined KAT Scores
• Achieve defined Eprocess Score
Audit & Process Compliance:
• Ensure adherence to process and Audit requirements.
• Ensure accurate and timely submission of financial transactions & requests.
• Ensure Errorfree logging/recording of customer requests
• Adherence to set processes of updating customer interactions in CRMNext & ensuring timely updations of interactions in appropriate systems.
Schedule Adherence & Service Productivity standards
• Consistently meet the service productivity standards Staff needs to meet the service productivity standards as defined from time to time
• Consistently meet the service productivity standards Staff needs to meet the service productivity standards as defined from time to time
• Ensure adherence to schedule and login times as applicable Staff needs to maintain service adherence
• Ensure adherence to schedule and login times as applicable Staff needs to maintain service adherence
Other Operational Activities
• Maintenance of records / record keeping.
• Keep self updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.
• Shift Adherence
• Nil Unscheduled offs
• Appropriate attendance record updation
• Nil Exception of ID maintenance
• Adherence to Audit and compliance process as defined.
Primary Responsibilities:
• Ensuring appropriate handling of 1st level escalations and Queries are handled across the teams assigned
• Team building & motivating assigned call handling staff towards sustained achievement of performance standards and Unit goals and ensuring mínimal attrition
• Ensuring assigned team's compliance to laid down processes and guidelines.
• So that, excellent customer service, optimum productivity and efficiency of the team members are achieved.
Educational qualifications preferred
-
Category: Bachelor's Degree
Required work experience
-
Industry: Exposure to banking preferable
-
Years of experience: 1 to 2
Required Skills:
• Good Team spirit
• Inter personal skill
• Good communication skill
• Proactive & focused approach
• Banking Product & Process Knowledge
Required abilities
-
Other:
• Banking Product & Process Knowledge
• Communication
💡 Quick Summary
Seeking a career-building opportunity? The Virtual Care|officer Customer Care position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
