Service Desk - Phonebanking - HDFC Bank - Mumbai

Job Purpose :

Responsible for ensuring deliver of competent and consistent service in line with set standards that results in an enhanced customer experience for PBG-Imperia customers.

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

2. To ensure zero defect processing of all customer requests, judicious utilization of financial & non-financial authority for - reversals, referrals, including prompt and accurate Hotlisting of lost cards reported during the Shifts assigned.

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

4. To ensure process compliance as per the set Audit and SQ guidelines

So that

- The Superpremium Priority Service desk achieves the prescribed Service Excellence standards.

Job Responsibilities(JR) Actionable :

Customer Interaction & Query/Complaints Management :

- Call handling as per defined standards.

- 100% accurate resolution on Calls received at the Call Center. Error-free handling of requests/transactions on calls.

- Send response as per defined TAT in case any query is not resolved on the first call.

- Accurate logging and resolution of complaints. Complaint docket number (CDN) provided to customers for every complaint captured & ensuring Nil/ Minimal complaints by customers on improper / erroneous call handling.

- Ensure accurate capture of complaints related data provided by the customer - Error-free & on time logging of complaints

- Handle calls related to Hotlisting and reissuance of cards as per defined standards. Ensure error-free and prompt hotlisting of cards.

Best in Class Customer call Experience :

- High quality of Product/process knowledge to handle customer calls & achievement of defined call quality scores

- Self-scores on product quizzes in E-Process to be above benchmarks at 95%

- Sensitive objection handling, especially with irate customers

- Judicious use of designated CAD

- Clarity of representation/escalating to seniors/inter dept when required to expedite /undertake deviations for customer resolution.

- In case of customer issues, highlight and ensure adequate service recovery measures are initiated

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 CRM Next & ensuring timely updations of interactions in CRM

Schedule Adherence & Service Productivity standards :

- Consistently meet the service productivity standards - The service RM needs to meet the service productivity standards as defined from time to time

- Ensure adherence to schedule and login times as applicable - The Service RM needs to maintain service adherence

MIS - Reporting :

- To ensure accurate and timely reporting of MIS as prescribed - The service RM needs to ensure timely and accurate reporting of defined MIS.

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