Customer Service Executive-Premium Inbound
IDFC FIRST Bank
Date: 2 weeks ago
City: Navi Mumbai, Maharashtra
Contract type: Full time
Job Requirements
Role/Job Title: Customer Service Executive - Premium Inbound
Function/Department: Customer Experience
Job Purpose: Your success in this role will be measured against key performance indicators, including but not limited to productivity levels, Average Handling Time (AHT) optimization, and achieving a high rate of First Contact Resolution (FCR). These metrics are pivotal in evaluating and enhancing the overall effectiveness of the Premium Inbound Customer Service operations.
Roles & Responsibilities
Graduation: Bachelor’s in engineering / Technology / Math’s / Commerce / Arts / Science / Biology / Business / Computers / Engineering / Management
Experience: 2 to 5 years of relevant experience.
Role/Job Title: Customer Service Executive - Premium Inbound
Function/Department: Customer Experience
Job Purpose: Your success in this role will be measured against key performance indicators, including but not limited to productivity levels, Average Handling Time (AHT) optimization, and achieving a high rate of First Contact Resolution (FCR). These metrics are pivotal in evaluating and enhancing the overall effectiveness of the Premium Inbound Customer Service operations.
Roles & Responsibilities
- As a Customer Service Executive in the Premium Inbound segment, your primary focus will be on enhancing productivity within the Customer Contact Center.
- This entails maintaining service quality, optimizing Average Handling Time (AHT), and ensuring a high level of First Contact Resolution (FCR).
- Additionally, you will be responsible for adhering to established Turnaround Time (TAT) benchmarks for all customer requests.
- A key aspect of your role involves driving channel migration to alternate channels, contributing to a more efficient and diversified service delivery model.
- In addition to your primary duties, you will actively drive all initiatives within the Customer Contact Center, ensuring a comprehensive and coordinated approach to customer service excellence.
Graduation: Bachelor’s in engineering / Technology / Math’s / Commerce / Arts / Science / Biology / Business / Computers / Engineering / Management
Experience: 2 to 5 years of relevant experience.
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