The designated Help Desk person is the first point of contact for customers. Responsibilities include welcoming customers, managing grill gate access, handling inquiries, creating Customer IDs (CID), ensuring smooth queue flow, and cross-selling non-gold products. The role requires a proactive, customer-centric, and meticulous approach.
Preferred candidate profile
1. Help Desk Management
- Sit at the Help Desk to greet customers arriving at the branch.
- Open the grill gate for customers, verify purpose of visit.
- Ensure security protocols (ID checks, no unauthorized access).
2. Customer Enquiries
- Handle and resolve customer queries, complaints, and service requests efficiently
- Escalate complex issues to Branch Manager.
- Maintain valuable customer Satisfaction rate
3. All Transaction, documentation & Record-Keeping
- Customer ID (CID) Creation.
- Collect documents, verify KYC, create/update IDs in L-code.
- Record all customer interactions and update customer records in the CRM tool
- Train customers on digital CID processes.
4. Queue Management
- Monitor and manage peak hours.
- Inform customers of wait times.
- Reduce average waiting time
5. Cross-Selling (Non-Gold Products)
- Identify needs (e.g., insurance, MSE LAP services) and pitch the product.
6. Operational Tasks
- Maintain customer register (entry/exit logs).
- Manage CID and CRM documentation and filing.
- Ensure all customer registers are maintained properly and support audits.