IDFC First Bank – Customer Service Executive – Retail Liabilities Inbound

Job Description

Business: Service
Function/ Department: Customer Experience
Place of work: Customer Contact Center (Phone Banking unit)

Roles & Responsibilities:

• Productivity
• Maintaining Service Quality
• Average Handling Time
• First Contact Resolution
• Maintaining TAT for all customer requests
• Channel Migration to alternate channels

Secondary Responsibilities:
Drive all the initiatives in the Customer contact center.

Key Success Metrics:
Productivity, Average handling time, First contact resolution