Executive - Customer Services, T1 Service

Executive - Customer Services role handling inbound/outbound calls from credit card holders to resolve customer service requests, complaints and queries per SLAs. Responsible for servicing customers to enhance experience, achieving targets on AHT, productivity, cross-sell, retention, first-call resolution, voice call quality and CSAT, while ensuring compliance to policies and procedures. Real-time inputs and identification of process gaps to minimize repeated errors on escalations, and maintenance of TAT across sub-processes. Stakeholder management and process-oriented improvements, including potential RPA-driven enhancements. Requires a graduate in any discipline. Location: Gurugram, India. The role is focused on customer support within the financial services industry (FSI).