HR Professional at Axis Bank
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Axis Bank - Case Handline officer- Social Media (3-6 yrs)
- Resolve escalated complaints received by the Sr. Management/Nodal Officer
- Providing comprehensive written response to the customer
- Root Cause Analysis of complaints and identification of product/process gaps, if any
- Coordinate with different departments to resolve complaints within prescribed TAT (turnaround time)
- Establish benchmarks and work towards minimizing escalations
- Reduction in overall customer complaints
- Reduction in TAT for complaint resolution
- To ensure quality closure so that repeats may be minimized
- Identification of process gaps at macro level
- Better customer experience
- Comprehensive knowledge of Retail Banking products and processes (atleast one of Retail Liabilities, Retail Assets and Credit Cards)
- Knowledge about the working (scope of service, common processes) of centralised units and services such as OCL, CLH, CRS, Phone Banking, Internet Banking, Mobile Banking etc.
-Excellent proficiency in English Language, both oral and written
-Positive attitude and passion for Customer Service
- Good interpersonal skills to handle irate customers
- Analytical and alert mind to comprehend complex problems and find solutions
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