Retail Operations: Axis Phone Banking Officer

1 day ago

Mumbai Maharashtra, India Axis Bank Full time

Phone Banking Officer - Voice**INTERNAL USAGE**:
**No. of Vacancies**:
**Reports to**:
**Is a Team leader?**
- No**Team Size**:
**Grade**:
**Business**:

- Retail Operations**Department**:- Axis Phone**Sub**Department**:

- Axis Phone**Location**:

- Mumbai/Chennai**About Axis Phones**

Axis Phones engages with Axis Banks customers and prospects, virtually, through the inbound contact center to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell. Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities. Keeps a check on any malpractices and defines actions basis severity of incidents. The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

**About** **the** **Role**

The role exists for effectively resolving customer queries or complaints - at the first instance - with excellent customer satisfaction scores and minimum handling time along with cross selling and upselling various products

**Key Responsibilities**
- Effectively resolving customer queries or complaints - at the first instance - with excellent customer satisfaction scores and minimum call handling time,
- Delivering service with requisite courtesy and accuracy,
- Demonstrating complete onus to customers
- queries / problems,
- Adhering to product and process requirements with nil errors,
- Escalating customer issues to the right internal stakeholders,
- Ensuring process efficiency and effectiveness,
- Complying to service and sales guidelines
- Achieving Call Quality targets and other key performance indicators,
- Cross-sell / upsell products like loans, mortgages, priority / elite accounts, etc.

**Qualifications**

Optimal qualification for success on the job is:

- Graduate or Post graduate from a recognized institution
- 2- 5 years of relevant experience

**Role Proficiencies**:
Excellent written and oral communication, Service mindset, Enthusiastic and self-motivated, Ability to work in a dynamic environment, Good comprehension skills, Team player with a positive attitude,

Knowledge about the Banking industry will be an added advantage

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