Customer Services Executive (T1 Service)

About the role

The Executive – Customer Services (T1 Service) handles inbound and outbound calls from credit‑card holders, resolving service requests, complaints and queries in line with agreed SLAs. The role focuses on delivering a seamless experience while meeting performance targets.

Key responsibilities

• Provide high‑quality servicing to customers, ensuring optimal service levels and a positive experience.
• Achieve daily targets such as AHT, productivity, cross‑sell, retention, first‑call resolution, voice quality and CSAT while complying with policies.
• Raise real‑time inputs and red flags on process gaps to minimise repeated escalations.
• Maintain turnaround times (TAT) for resolution across all sub‑processes and ensure proper documentation.
• Monitor and improve metrics like First Response Time, real‑time resolution rate, quality, productivity and zero avoidable escalations.
• Drive process improvement initiatives, including RPA, schedule adherence and adherence to MOU standards.

Required profile

• Graduate in any discipline.
• Knowledge of customer‑service processes, preferably within the financial services industry.
• Strong stakeholder‑management, problem‑solving, process‑orientation and attention‑to‑detail abilities.

What we offer

• Work‑life balance philosophy with a robust wellness and wellbeing programme.
• Rewards and recognition programme, dynamic inclusive team culture and gender‑neutral policies.
• Inclusive health benefits: medical, personal accidental, group term life, annual health check‑up, dental and OPD coverage.
• Comprehensive learning and development framework for continuous growth.