Customer Service Executive-Loan Center

2 months ago

Chandigarh, Chandigarh, India IDFC FIRST Bank Full time

Job Summary

As a Customer Service Executive-Loan Center at IDFC FIRST Bank, you will play a vital role in enabling customers, partners, and other stakeholders to address their needs for query resolution, while also serving as a brand ambassador for the company.

Key Responsibilities

  • Provide excellent customer service and promote customer centricity in the organization by improving customer service experience, engaging customers, and facilitating organic growth.
  • Take ownership of customer issues and follow problems through to resolution.
  • Set a clear mission of enhancing Service quality and deploy strategies focused towards that mission by keeping ahead of industry's developments and apply best practices to areas of improvement.
  • Develop service procedures, policies, and standards. Analyze MIS and enhance productivity and keep accurate records and document customer service actions and discussions.
  • Recruit, mentor, and develop customer service resources and nurture an environment where they can excel through encouragement and empowerment.
  • Adhere to and manage the approved budget. Maintain an orderly workflow according to priorities. Control resources and utilize assets to achieve qualitative and quantitative targets.
  • The goal is to enhance Service quality and the level of Customer focus in the organization. Also, manage employee morale and engagement levels so that IDFC FIRST Bank is able to provide best in class service to its customers to increase Customer satisfaction, loyalty, and retention.
  • Monitor Twitter, Facebook, and other relevant sites and actively participate in discussions across communities, social networks, and blogs.
  • Explore business opportunities and faster resolution time with appropriate close looping.
  • Liaising with various stakeholders in the organization to ensure that customer complaints are resolved quickly and effectively.
  • Improving brand image on complaints and grievance handling mechanism.

Requirements

Graduation: Any Graduate

Experience: 2-5 years of total of relevant experience

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