Responsible for ensuring delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers.
To ensure that the defined productivity targets basis the Service desk handled, for call handling time, quality parameters, knowledge scores are met consistently.
To ensure zero defects processing of all customer requests and enquiries, including prompt and accurate Hotlisting of lost cards reported.
Resolution of customer queries, requests, complaints as per defined process.
To ensure complete and accurate resolution within the defined TATs.
To ensure process compliance as per the set Audit and SQ guidelines.
Refer specific job responsibilities for further details of job purpose.