Virtual Care-officer Customer Care

3 weeks ago


Lucknow, India HDFC Bank Full time

**Group Company**: HDFC Bank Limited

**Designation**: Virtual Care-Officer Customer Care (OCC) (77_1502_100070)

**Office Location**: Lucknow (Phonebanking) Lucknow (Branch)

**Position description**:
**Customer Interaction & Query/Complaints Management**

Job Role includes, handling of inbound calls received from customers enquiring details of the product holdings, product or process related information. (for any / all products areas like Credit Cards, Bank A/Cs, Deposits, Loans, Depositories, Mutual Funds, Debit Cards, Prepaid & Forex Cards or any other Direct Banking related calls)
- Enquiries & transactions related to the products availed by the customer.
- Clarifications & queries on billing, payment confirmation, charges, EMI details, statement of account etc.
- Handling requests such as Debit / Credit Card Pin, NetBanking Password, PIN / IPIN statement of account, Fixed Deposit advice etc.
- Handling of financial transactions (currently Fixed Deposit opening, Demand Draft/ Managers Cheque requests, Funds transfer request as requested by customers.)
- Responding to customers with the resolution within the defined TATs.
- Process the requests as per defined process, while ensuring adherence to the customer authentication process.
- Answering customer calls within the specified call answer time.
- Adherence to the defined service delivery standards.
- Accurate data capture of the request details (eg - Hotlisting and Other transactions) as instructed by the customer. Process adherence in respect of submission of the relative annexure to the supervisor for authentication / further action.
- Accurate and complete data capture of the customer issues / complaints in the relative formats. Logging of the complaints in the system, as per the laid down process. Proper follow-up with the concerned department / branches for resolution and closure of the complaints.
- Accurate hotlisting of the Debit/ Credit/ Prepaid cards, basis the card / account details provided by the customer o Prompt hotlisting of the card as per process.
- Logging the reissuance request basis per customer instruction, as per defined process.
- Attempting to delight the customer by striking a relationship and fulfilling needs.
- Call back to customers in case of any unresolved queries etc.
- Appropriately escalating cases to the Supervisor.

**Call Quality**:

- Deliver service quality in order to achieve Quality benchmarks defined from time to time.
- First Call Resolution - 90%( for non-Complaints related calls)
- Achieve defined Call Quality scores.
- Achieve defined KAT Scores
- Achieve defined E-process Scores

**Audit & Process Compliance**:

- Ensure adherence to process and Audit requirements.
- Ensure accurate and timely submission of financial transactions & requests.
- Ensure Error-free 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.
- 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**:

- Responsible for ensuring delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers.
- To ensure that the defined productivity targets on service levels, call handling time, quality parameters are met consistently
- To ensure zero defects processing of all customer requests, including prompt and accurate Hotlisting of lost cards reported.
- To ensure complete and accurate resolution within the defined TATs.
- To ensure process compliance as per the set Audit and SQ guidelines.

**Educational qualifications preferred**
- **Category**: Bachelor's Degree

**Required work experience**
- **Industry**: Exposure to banking preferable
- **Years of experience**: 0 to 1

**Required Skills**:

- Good Team spirit
- Inter personal skill
- Good communication skill
- Proactive & focused approach
- Banking Product & Process Knowledge



  • Lucknow, India HDFC Bank Full time

    **Group Company**: HDFC Bank Limited **Designation**: Virtual Care-Officer Customer Care - Asset (77_1502_100078) **Office Location**: Lucknow (Phonebanking) Lucknow (Branch) **Position description**: **Customer Interaction & Query/Complaints Management** Job Role includes, handling of inbound calls received from customers enquiring details of the...

  • Critical Care Nurse

    2 weeks ago


    Lucknow, India Apollo Home Health Care Ltd Full time

    Roles and responsibilities: Clinical - To maintain professional standards of competence in line with current best nursing practices. - To ensure that all care needs for each patient are met in accordance with the care plan. - To ensure that all patient care is delivered in accordance with company documented clinical standards. - To ensure that all relevant...


  • Lucknow, India Aegis Customer Support Services Private Limited Full time

    ### Customer Care Specialist ### Duties: - Handle customer inquiries, complaints, and requests in a professional and timely manner - Analyze customer needs and recommend appropriate products or services - Upsell additional products or services to customers when applicable - Make outbound calls to follow up with customers or provide updates on their...


  • lucknow, India Splash Fragrance Full time

    we require a representative for our customer care the executive should have experience of minimum 2 year and should inherit required skills as the customer care executive is the face of company . we need the executive to be fluent in English and convincing , one should be understand the needs and queries of customers .


  • Lucknow, India Shining Stars ITPL Full time

    **!!!!** **Hello Jobseekers !!!!!** **!!!!Greeting from Shining Stars !!!!** **HIRING FOR** **CUSTOMER CARE EXECUTIVE PROFILE FOR A DOMESTIC BPO IN LUCKNOW.** **NOTE**: **Should have Good English communication skills.** ***LOCATION : LUCKNOW*** **PROFILE: - CUSTOMER CARE EXECUTIVE.** **SALARY: - UPTO 14K -20K CTC.** **SHIFTS: Day Shifts for...


  • Lucknow, India Shining Stars ITPL Full time

    **!!!!** **Hello Jobseekers !!!!!** **!!!!Greeting from Shining Stars !!!!** **HIRING FOR** **CUSTOMER CARE EXECUTIVE PROFILE FOR A DOMESTIC BPO IN LUCKNOW.** **NOTE**: **Should have Good English communication skills.** ***LOCATION : LUCKNOW*** **PROFILE: - CUSTOMER CARE EXECUTIVE.** **SALARY: - UPTO 14K -18K CTC.** **SHIFTS: Day Shifts for...


  • Lucknow, India Shining Stars ITPL Full time

    **!!!!** **Hello Jobseekers !!!!!** **!!!!Greeting from Shining Stars !!!!** **HIRING FOR** **CUSTOMER CARE EXECUTIVE PROFILE FOR A DOMESTIC BPO IN LUCKNOW.** **NOTE**: **Should have Good English communication skills.** ***LOCATION : LUCKNOW*** **PROFILE: - CUSTOMER CARE EXECUTIVE.** **SALARY: - UPTO 14K -18K CTC.** **SHIFTS: Day Shifts for...


  • lucknow, India Sai Info Line Full time

    Job Openings for 20 Customer Care Executive Jobs for Freshers in Lucknow, Uttar Pradesh,Aliganj, Lucknow, Uttar Pradesh,Communication Skills,Convincing Power, having Educational qualification of : Higher Secondary, Secondary School with Good knowledge in Communication Skills,Convincing Power etc.


  • Lucknow, India Mazestix Hospitality and Resorts Pvt Ltd Full time

    Job Description for Customer Care Executive Position - 1 Qualification - Graduate Preferred Qualification - Graduate with IATA Certification Skills - Soft but effective Written as well as Verbal Communication, MS-Office & PPT Job Responsibilities: - Manage large amounts of incoming phone calls. - The target is to ensure excellent service standards,...


  • Lucknow, India Triedge Solution Full time

    Position: - **Customer Care Executive** Location: - Lucknow Job Role: - Responsibilities - Communicate with customers via phone. - Provide knowledgeable answers to questions about services. - Transfer Handling and maintaining telephone etiquette. - Data entry **Qualifications**: - Excellent phone etiquette and excellent verbal, written, and...


  • Lucknow, Uttar Pradesh, India Click Retina Digital Marketing Services Full time

    Job description:We are looking for a Customer Care Executive (Fresher & Exp both can apply). We strongly encourage people who are interested in the role to apply. To be considered for this role, you should have good communication & writing skills, they're patient, empathetic, and passionately communicative. Problemsolving also comes naturally to customer...


  • Lucknow, India Niftel Communication Full time

    We have openings for both Full-Time and Part-Time employment opportunities. We are also looking for Full-Time Customer Care Executives to work from our Lucknow office. The position is open to any graduate, post-graduate, or undergraduate (freshers can also apply), and the salary will be as per company norms. The position requires six days of work per week...


  • Lucknow, India E-Herex Technologies Private Limited Full time

    __ **UPGRADE YOUR CV BY WORKING IN GOVT. PROJECTS** Job Description (JD) - Customer Care Executive (CCE) Company Name: We Win Limited Number of Openings: 300 Location: Lucknow, Azamgarh, Ghaziabad, Prayagraj Job Role: Customer Care Executive (CCE) Type of Calls: Inbound & Outbound Salary Structure: Stipend initially: 8,000 - 9,000 INR Job...


  • Lucknow, India JCB Alliance Industrial Marketing Full time

    Customer satisfaction analysis with 100% PSF calling within a month - Understanding and resolving customers issue which he raised during PSF. Complete closure of complaints - Daily updation of complaints from branches and submission of same in given format to concerned Incharge - MIS report submission as per given timelines - Target achievement of ASC, Care...


  • Lucknow, India IGT Solutions Full time

    **We currently have vacancies for both Full-Time and Part-Time employment opportunities.** For the **Part-Time role**, the work will be conducted from our office. This position entails a rotational shift schedule, requiring 5 hours of work per day. Both graduates and undergraduates are encouraged to apply, and the remuneration for this position is 7000 INR...


  • Lucknow, India APRECIA PHARMACEUTICALS PRIVATE LIMITED Full time

    Responsibilites: Customer Care II Problem Solving - Managing incoming calls and customer service inquiries - Provide information about products and services, take/cancel orders, and record details of complaints - Keep records of customer interactions and transactions, details of enquiries, complaints, and comments, as well as actions taken - Follow up to...


  • Lucknow, India Shm business solutions pvt ltd Full time

    Profile - Customer Care Executive Qualification - Any Graduate/PG/Undergraduate (Freshers can also apply) Days - 5 days working Fixed Sat & Sun Off **Responsibilities** Responsible for making outbound calls(in the UK) and regular follow-up on leads assigned. Build a strong relationship/trust with customers by understanding the customer requirements and...


  • Indira Nagar , Lucknow, Uttar Pradesh, India Gookki technology Full time

    **Job Summary**: We are seeking a dedicated and enthusiastic individual to join our customer care team. As a Customer Care Representative, you will be the primary point of contact for our customers, providing them with exceptional service and support to ensure their satisfaction with our products/services. You will handle inquiries, resolve complaints,...


  • Lucknow, Uttar Pradesh, India Click Retina Digital Marketing Services Full time

    **Job description**: We are looking for a Customer Care Executive (Fresher & Exp both can apply). - We strongly encourage people who are interested in the role to apply. - To be considered for this role, you should have good communication & writing skills, they’re patient, empathetic, and passionately communicative. - Problem-solving also comes naturally...


  • Lucknow, India Milestone Consulting Group Full time

    Job Id : 565 Job Title : BPO /KPO/CUSTOMER CARE Description : Cold Calling - Lead Generation - Identifying new sales Leads pitching pro - B2B Process - Tele-Sales - Analyzing sales Calls Salary : 20, k - 30 k Qualification : MBA Location : Lucknow, Noida Experience : 1-3 years Name of Organisation : Milestone Consulting Group