Job Requirements
Job Title: Customer Service Executive - Loan Center
Department/Function: Customer Service
Job Purpose
Be the voice of IDFC FIRST Bank! As a Customer Service Executive, you'll be the first point of contact for our customers—resolving 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.
Roles & 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
- 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
Educational Qualifications
Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)
Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)
Experience: 2 - 5 years of relevant experience
