Inbound Customer Service

0-5 years
300000 - 310000 INR
24 days ago 123 Applied
Job Description

The Role Responsibilities :


Job Role To handle customer calls / issues while providing consistent delivery of customer delight relating to queries / requests / financial needs / problem resolution keeping focus on company policies.

Should be fluent in Hindi, good communication in English
Freshers are eligible (Degree or diploma is a must for freshers)
12th and above is accepted for an experienced candidates.
Rotational Week off, rotational shift
Should ready to handle work pressure, target pressure.

Call Preeti6305459312, Bala7092982513


Key Responsibilities
Handle customer calls/ issues quickly and effectively and end to end resolution (if applicable).
Sign up customers for value added services and digital education (if applicable).
Tag the call type accurately as appropriate.
Give accurate information to customers on his queries / concerns.
Have high awareness levels on KYC and Anti-money laundering Policy.
Multi-skilled to handle both inbound and outbound calls (if applicable).
Initiate and strive towards achieving set targets and service standards.
Probe and identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable).
Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / Process gaps and highlight to the management.
Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self closure (if applicable).
Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable).
Customer Data Confidentiality to be strictly adhered to.
Adherence to compliance with all applicable rules / regulations and group policies.
Ensure KPI's (Key Performance Indicator) and KRI's (Key Risk Indicator, eg proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement.

Risk Management and Governance
Ensure the business meets its obligations on the prevention of money laundering under the Group Policy and Standards and under local laws and regulations.
Processing and decision making as per Departmental Operating Instructions manual and within the time lines and accuracy standards specified.
Continuous Improvement in Productivity to the standards prescribed from time to time.
Compliance with all applicable rules / regulations and company group policies.
Upholding the values of the group and company at all time

Regulatory and Business Conduct
Display exemplary conduct and live by the Group's Values and Code of Conduct.
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Lead to achieve the outcomes set out in the Bank's Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Our Ideal Candidate
Graduate.
Fresher or with 1 2 years of experience in service / Sales / Collection (as per the job role).
Strong knowledge of bank's products and services and willingness to learn new products.
Flexible to stretch and work across different calendar days and time zones in a week / month.
Strong service / Sales / Collection orientation (as per the job role).
Excellent communication skills in written and verbal.
Patient, Non-Confrontational, Resilient.
Positive, polite, cheerful and courteous.
Manage conflicts and solve problems.
Basic computer skills.

Role Specific Technical Competencies
Client service experience
Communication skill

Education

Bachelor of Arts (B.A)
Bachelor of Business Administration (B.B.A)
Bachelor Of Computer Application (B.C.A)
Bachelor of Commerce (B.Com)
Bachelor Of Technology (B.Tech/B.E)
Bachelor of Science (B.Sc)
12th Class (XII)
Diploma
Masters in Arts (M.A)
Master OF Business Administration (M.B.A)
Master in Computer Application (M.C.A)
Master of Commerce (M.Com)

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