Retail Operations: Axis Phone Banking Officer

Phone Banking Officer - Voice INTERNAL USAGE: No. of Vacancies: Reports to: Is a Team leader?NoTeam Size:

Grade: Business:Retail OperationsDepartment:�Axis PhoneSub-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.