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 For successful execution of the job a candidate should possess the following Excellent written and oral communication Service mindset Enthusiastic and self-motivated Ability to work in a energetic environment Good comprehension skills Team player with a positive attitude Knowledge about the Banking industry will be an added advantage Skills Refer to the About Company Axis Bank is the third largest private sector bank in India The Bank offers the entire spectrum of financial services to customer segments covering Large and Mid-Corporates MSME Agriculture and Retail Businesses The Bank has a large footprint of 4 594 domestic branches including extension counters with 11 333 ATMs 5 710 cash recyclers spread across the country as on 31st March 2021 The Bank has 6 Virtual Centres and has over 1500 Virtual Relationship Managers as on 31st March 2021 The Overseas operations of the Bank are spread over eight international offices with branches at Singapore Dubai at DIFC and Gift City-IBU representative offices at Dhaka Dubai Abu Dhabi Sharjah and an Overseas subsidiary at London UK The international offices focus on Corporate Lending Trade Finance Syndication Investment Banking and Liability Businesses