Customer Service Executive – Credit Card Inbound

About the role

As a Customer Service Executive – Credit Card Inbound, you will be the trusted voice for IDFC FIRST Bank’s credit‑card customers. You will handle inbound queries with empathy and speed, turning routine interactions into positive experiences while supporting the bank’s service excellence goals.

Key responsibilities

• Handle inbound credit‑card customer queries accurately and promptly.
• Maintain high service quality, first‑contact resolution, and average handling time targets.
• Resolve customer requests within defined turnaround times.
• Promote migration to alternative service channels to improve efficiency.
• Drive Net Promoter Score through positive interactions.
• Upsell identified products to contribute to revenue generation.
• Adhere to weekly rotational shift schedules in a 24x7 environment.
• Support and drive key initiatives within the Customer Contact Center.
• Contribute to overall service excellence and operational efficiency.

Required profile

• Graduation in B.Com, B.Sc, BA, BBI, BMS or equivalent.
• Post‑graduation (MBA, M.Com, MA) is a plus.
• 0–2 years of relevant experience, preferably in banking or call‑center environments.
• Willingness to work rotational shifts, including nights and weekends.

Required skills