Role Purpose
Responsible for handling of Inbound calls / outbound from Credit Card holders to resolve customer services requests, complaints & queries as per agreed SLAs.
Role Accountability
- Provide servicing to customers ensuring optimum service levels to enhance customer experience
- Achieve targets on a daily basis like AHT, Productivity, Cross sell (S2S), retention, First call resolution, Voice call quality, CSAT, ensuring compliance to business policy, processes and procedures
- Provide real-time inputs and raise red flags on process gaps, ensuring minimal repeated errors on escalations
- Ensure maintenance of TAT of resolution across sub-processes
- Ensure process documentation and compliance adherence