Customer Service Executive-Loan Center

Job Description

Job Title – Customer Service Executive

Place of work - Mumbai

Business Unit - Retail Banking

Function - Customer Experience

Job Purpose:

The role bearer will help the company to enable customers, partners and other stakeholders address their needs for query resolution and also help as brand ambassadors for the company.

Roles & Responsibilities:
• Will be required to provide excellent customer service and to promote customer centricity in the organization by improving customer service experience, engaging customers and facilitating organic growth. Take ownership of customers issues and follow problems through to resolution.
• Set a clear mission of enhancing Service quality and deploy strategies focused towards that mission by keeping ahead of industry’s developments and apply best practices to areas of improvement.
• Develop service procedures, policies and standards. Analyze MIS and enhance productivity and keep accurate records and document customer service actions and discussions.
• Recruit, mentor and develop customer service resources and nurture an environment where they can excel through encouragement and empowerment.
• Adhere to and manage the approved budget. Maintain an orderly workflow according to priorities. Control resources and utilize assets to achieve qualitative and quantitative targets.
• The goal is to enhance Service quality and the level of Customer focus in the organization. Also, manage employee morale and engagement levels so that Capital First is able to provide best in class service to its customers to increase Customer satisfaction, loyalty and retention.
• Monitor Twitter, Facebook & other relevant sites and actively participate in discussions across communities, social networks & blogs.
• Explore business opportunities and faster resolution time with appropriate close looping.
• Liaising with various stakeholders in the organization to ensure that customer complaints are resolved quickly and effectively.
• Improving brand image on complaints and grievance handling mechanism.