Job Role
- Handling concurrent customer queries / complaints primarily for the credit cards.
- Adhere to agent-level Service Level Agreement (SLAs) specific by the process
- Ensure adherence to AHT (Average Handling Time)
- Complete the logs specified by the process (End-of-day target)
- Adherence to Information Security norms & quality process norms.
- To be aware of and comply with any updates about the process
- Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance
- Provide inputs to improve work procedures that can enhance overall team performance.
- Need to provide end to end resolution to the customer complaint received at grievance or Nodal channel.
- Need to do outcalling while resolving the customer queries or complaints.
Job Description
- Graduate
- Need to be having a good product knowledge about the credit card product
- At least 18 months to 3 years of experience in credit card handling or should be in customer service role.
- Excellent communication skills – Verbal & Written
- Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
- Flexible to get scattered 8 Week Offs in a month with 9 hours shift
- Good writing skills and strong communication abilities.
- Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
- Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers
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