Executive - Customer Services, S2S-IB

Handle inbound and outbound calls from credit card holders to resolve service requests, complaints, and queries while adhering to agreed SLAs. Achieve daily targets for AHT, productivity, cross-sell (S2S), retention, first-call resolution, voice quality, and CSAT, ensuring compliance with business policies and processes. Provide real-time inputs on process gaps to minimize escalation errors and maintain resolution time across sub-processes. Document processes and ensure adherence to MOUs, focusing on FRT rates, real-time resolution, quality, and zero avoidable escalations. Leverage RPA for process improvements while maintaining strict schedule adherence.