Customer Service Executive-loan Center Job in Idfc First Bank

Job Title: Customer Service Executive
Function: Customer Experience
Experience: 2-3 years in Customer Service
Education:
Graduate: Any discipline
Postgraduate: MBA, PGDM (preferred)

Job Purpose:
As a Customer Service Executive, you will be responsible for delivering exceptional customer service, enhancing customer experience, and acting as a brand ambassador for the company. Your role involves resolving customer queries, improving service quality, and ensuring customer satisfaction, loyalty, and retention.

Roles & Responsibilities:
Customer Support & Query Resolution:
Provide timely and effective resolutions to customer queries and complaints.
Take ownership of customer issues and follow through to resolution.
Maintain accurate records of customer interactions and service actions.
Service Quality & Process Improvement:
Develop and implement service policies, procedures, and standards.
Analyze MIS reports to enhance productivity and efficiency.
Stay updated with industry best practices to improve customer experience.
Customer Engagement & Brand Advocacy:
Actively monitor and engage with customers on Twitter, Facebook, and other social platforms.
Participate in social media discussions, blogs, and online communities.
Improve the company s brand image by effectively handling complaints and grievances.
Team Development & Resource Management:
Mentor and develop customer service team members.
Foster an environment of encouragement and empowerment to drive performance.
Ensure adherence to budget and resource utilization for achieving qualitative and quantitative targets.
Stakeholder & Cross-Functional Collaboration:
Liaise with internal departments to ensure quick resolution of customer issues.
Identify business opportunities by analyzing customer feedback.
Work towards reducing resolution time through effective close-looping.

Key Competencies:
Strong understanding of customer service principles and best practices.
Excellent communication, problem-solving, and interpersonal skills.
Ability to handle social media interactions and brand reputation management.
Data-driven approach to service quality enhancement and process optimization.
Experience in mentoring teams and managing customer service operations.

Why Join Us?
Be part of a customer-centric organization focused on service excellence.
Gain hands-on experience in customer engagement, service strategy, and brand advocacy.
Work in a dynamic and collaborative environment with growth opportunities.
If you are passionate about customer service and eager to make a difference, we would love to hear from you!