Executive - Customer Services, S2S-IB

Handle inbound and outbound calls for credit card holders to resolve service requests, complaints, and queries while meeting agreed SLAs. Achieve daily targets for AHT, productivity, cross-sell (S2S), retention, first call resolution, and voice call quality, ensuring compliance with business policies. Provide real-time inputs on process gaps to minimize escalation errors and maintain resolution TATs across sub-processes. Document processes strictly and adhere to MOUs. Maintain zero avoidable escalations and ensure quality, accuracy, and adherence to process TATs.