Customer Service Executive-credit Card Inbound

3 weeks ago


Navi Mumbai, India IDFC FIRST Bank Full time

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

**Business**: COO Functions

**Function/ Department**: 'Customer Experience

**Place of Work**: Customer Delight Center

**Roles & Responsibilities**:
1. Maintaining Service Quality

2. Maintaining Average Handling Time 3. Maintaining First Contact Resolution 4. Maintaining TAT for all customer requests 5. Channel Migration to alternate channels

6. Driving NPS through positive customer experience

7. Upselling of identified products for revenue generation

8. 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.



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