Virtual Care-officer Customer Experience - Chennai, India - HDFC Bank

HDFC Bank

Verified Company

Chennai, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Department

Phonebanking
Job posted on

Jul 31, 202

Employee Type
Permanent-Sales Vertical
Experience range (Years)

year

Group Company:
HDFC Bank Limited

Designation:
Virtual Care-Officer Customer Experience (OCE) (77_506_100072)

Office Location:
Vadapalani (Phonebanking) Chennai (Branch)

Position description:

Query Resolution & Call back ( NFCR cases):

Resolving non-FCR queries of customers received at the Centre.
Satisfactory resolution of all nonFCR queries.
Contactability of the calls at a minimum of 90%.
Target met for case closures within TAT.
Ensuring timely call out/call back to customers by the dedicated team of Customer Experience Agents.
Prepare weekly/daily plan for call outs to customers in order to adhere to define TAT.
Ensure schedule adherence by team.
Coaching and Feedback sessions for the team.

Handling escalated complaints:

Handle escalations on the call backs made for nonFCR calls.
Satisfactory resolution of escalations.
Minimal escalation to next level.
Provide satisfactory resolution to customers & creating a good rapport with customers

Audit & Compliance guidelines:

Ensure adherence to Audit Compliance guidelines on complaints.
Nil Exceptions on resolution & Call Out related processes as defined.
Assess through periodic checks.

Sales Productivity:

Drive crosssell on call backs made by Customer Experience Officers.
Meet target sales productivity for the team handled.

Administrative, Compliance & Personal Efficiency:

Ensure all laid down system and process guidelines as stipulated by Audit and Senior Management are followed
Ensure self and staff discipline (Late Login, Unscheduled Offs)
Adherence to Bank's policies /guidelines.
Back up Responsibilities
Ensure role of back up.
Ensure leave planning and backups.

Primary Responsibilities:

Responsible for ensuring zero defect handling of Non-FCR calls emanated at the PhoneBanking Center
To ensure resolution of all Non
First Contact Resolution cases through a dedicated team of Customer Experience agents
To ensure complete and accurate resolution within the defined TATs
To ensure process compliance as per the set Audit and SQ guidelines.
To drive business generation from customers during call out, post satisfactory resolution of queries logged.

Educational qualifications preferred
-
Category: Bachelor's Degree

Required work experience
-
Industry: Exposure to banking preferable
-
Years of experience: 0 to 1

Required Skills: