Customer Service Executive – Credit Card Inbound

About the role

As a Customer Service Executive – Credit Card Inbound, you will be the primary voice for credit‑card holders, handling inbound queries with empathy, speed, and precision. You will work in a fast‑paced, 24x7 call‑center environment, turning routine interactions into memorable experiences while supporting the bank’s service excellence goals.

Key responsibilities

• Handle inbound credit‑card related customer queries, ensuring accuracy and timely resolution.
• Maintain high service quality metrics such as first‑contact resolution (FCR) and average handling time (AHT).
• Promote migration to alternate service channels to improve efficiency.
• Drive Net Promoter Score (NPS) through positive customer interactions.
• Upsell identified products to contribute to revenue generation.
• Adhere to weekly rotational shift schedules, including weekends and holidays.
• Support key initiatives within the Customer Contact Centre and contribute to overall operational efficiency.

Required profile

• Graduation in Commerce, Science, Arts, Business & Insurance, or Management Studies; MBA or equivalent is a plus.
• 0–2 years of relevant experience in a call‑center or customer‑service environment.
• Excellent communication skills in English and Hindi; regional languages are a plus.
• Strong problem‑solving and decision‑making abilities with a customer‑centric mindset.
• Comfortable working in rotational shifts, including weekends and holidays.

Required skills

• Proficiency with computer systems and CRM tools.