Job Requirements
About the Role
Be the voice of IDFC FIRST Bank! As a Customer Service Executive, you'll be the first point of contact for our customersresolving queries, building trust, and delivering service that delights. If you're passionate about people, love solving problems, and thrive in a fast-paced environment, this is your chance to shine and grow with a brand that puts customers first.
Key Responsibilities
Primary Responsibilities
- Deliver outstanding customer service by resolving queries efficiently and empathetically
- Take ownership of customer issues and ensure timely resolution
- Promote customer-centricity by enhancing service quality and customer engagement
- Monitor service metrics like SQ scores, AHT, FCR, and NPS
- Develop and implement service procedures, policies, and standards
- Maintain accurate records of customer interactions and service actions
- Support upselling initiatives to drive organic growth
- Adhere to approved budgets and manage resources effectively
Secondary Responsibilities
- Monitor and engage on social media platforms (Twitter, Facebook, etc.) to address customer concerns
- Collaborate with internal teams to ensure quick complaint resolution
- Drive initiatives to improve grievance handling and brand perception
- Explore opportunities for faster resolution and improved customer experience
What We Are Looking For
Education
- Graduate (Any discipline)
- Postgraduate (Preferred, any discipline)
Experience
- Minimum 23 years in customer service, preferably in banking or financial services
Skills and Attributes
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Ability to manage multiple priorities and work in a fast-paced environment
- Proficiency in CRM tools and digital platforms
- Customer-first mindset with a focus on service excellence
- Ability to mentor and motivate team members
