Customer Care Executive

Virtual Care-Officer Customer Care

Position description:

Customer Interaction & Query/Complaints Management Job Role includes, handling of inbound calls received from customers enquiring details of the product holdings, product or process related information. (For any / all products areas like Credit Cards, Bank A/Cs, Deposits, Loans, Depositories, Mutual Funds, Debit Cards, Prepaid & Forex Cards or any other Direct Banking related calls)

• Enquiries & transactions related to the products availed by the customer.

• Clarifications & queries on billing, payment confirmation, charges, EMI details, statement of account etc.

• Handling requests such as Debit / Credit Card Pin, NetBanking Password, PIN / IPIN statement of account, Fixed Deposit advice etc.

• Handling of financial transactions (currently Fixed Deposit opening, Demand Draft/ Managers Cheque requests, Funds transfer request as requested by customers.)

• Responding to customers with the resolution within the defined TATs.

• Process the requests as per defined process, while ensuring adherence to the customer authentication process.

• Answering customer calls within the specified call answer time.

• Adherence to the defined service delivery standards.

• Accurate data capture of the request details (eg Hotlisting and Other transactions) as instructed by the customer. Process adherence in respect of submission of the relative annexure to the supervisor for authentication / further action.

• Accurate and complete data capture of the customer issues / complaints in the relative formats. Logging of the complaints in the system, as per the laid down process. Proper follow-up with the concerned department / branches for resolution and closure of the complaints.

• Accurate hotlisting of the Debit/ Credit/ Prepaid cards, basis the card / account details provided by the customer o Prompt hotlisting of the card as per process. o Logging the reissuance request basis per customer instruction, as per defined process.

• Attempting to delight the customer by striking a relationship and fulfilling needs.

• Call back to customers in case of any unresolved queries etc.

• Appropriately escalating cases to the Supervisor.

• Deliver service quality in order to achieve Quality benchmarks defined from time to time.

• First Call Resolution 90% (for non-Complaints related calls)

• Achieve defined Call Quality scores.

• Achieve defined KAT Scores

• Achieve defined E-process Scores

Audit & Process Compliance:

• Ensure adherence to process and Audit requirements.

• Ensure accurate and timely submission of financial transactions & requests.

• Ensure Error-free logging/recording of customer requests

• Adherence to set processes of updating customer interactions in CRMNext & ensuring timely updations of interactions in appropriate systems.

Schedule Adherence & Service Productivity standards:

• Consistently meet the service productivity standards – Staff needs to meet the service productivity standards as defined from time to time.

• Ensure adherence to schedule and login times as applicable – Staff needs to maintain service adherence

• Other Operational Activities • Maintenance of records / record keeping.

• Keep self-updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.

• Shift Adherence

• Nil Unscheduled offs

• Appropriate attendance record updation

• Nil Exception of ID maintenance

• Adherence to Audit and compliance process as defined.

Primary Responsibilities:

• Responsible for ensuring delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers.

• To ensure that the defined productivity targets on service levels, call handling time, quality parameters are met consistently

• To ensure zero defects processing of all customer requests, including prompt and accurate Hotlisting of lost cards reported.

• To ensure complete and accurate resolution within the defined TATs.

• To ensure process compliance as per the set Audit

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 1 years of experience.

More about this Customer Care Executive job

1. What is the eligibility criteria to apply for this Customer Care Executive job?
   Ans: The candidate should be Graduate and above and above with 0 - 1 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹15000 - ₹21000 per month that depends on your interview. It's a Full Time job in Hyderabad.
3. How many working days are there for this Customer Care Executive job?
   Ans: This Customer Care Executive job will have 6 working days.
4. Are there any charges applicable while applying or joining this Customer Care Executive job?
   Ans: No, there is no fee applicable for applying this Customer Care Executive job and during the employment with the company, i.e., REDEPLOY PRIVATE LIMITED.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Care Executive role?
   Ans: There is an immediate opening of 20 Customer Care Executive at REDEPLOY PRIVATE LIMITED
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Customer Care Executive job?
   Ans: This Customer Care Executive job has Day Shift.