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
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).
Customer Enquiries
Handle and resolve customer queries, complaints, and service requests efficiently
Escalate complex issues to Branch Manager.
Maintain valuable customer Satisfaction rate
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.
Queue Management
Monitor and manage peak hours.
Inform customers of wait times.
Reduce average waiting time
Cross-Selling (Non-Gold Products)
Identify needs (e.g., insurance, MSE LAP services) and pitch the product.
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.