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Job Opening details:-
Company Name :- HDFC Bank
Position Name :- Service RM-Phonebanking
Company Location :- Mumbai, Maharashtra
Job Category : General Category
Full Job Description :-
Customer Interaction & Query/Complaints Management: Call handling as per defined standards.
100% accurate resolution on Calls received at the Call Center.
Error-free handling of requests/transactions on calls.
Send response as per defined TAT in case any query is not resolved on the first call.
Accurate logging and resolution of complaints.
Complaint docket number (CDN) provided to customers for every complaint captured Ensure accurate capture of complaints related data provided by the customer.
Handle calls related to Hotlisting and reissuance of cards as per defined standards.
Ensure error-free and prompt hotlisting of cards.
Call Quality: Deliver service quality in order to achieve Quality benchmarks defined from time to time.
First Call Resolution 90% (for non-Complaints related calls) Achieve defined Call Quality scores.
Achieve defined KAT Scores Achieve defined E-process Scores Audit & Process Compliance: Ensure adherence to process and Audit requirements.
Ensure accurate and timely submission of financial transactions & requests.
Ensure Error-free logging/recording of customer requests Adherence to set processes of updating customer interactions in CRMNext & ensuring timely updations of interactions in CRM Schedule Adherence & Service Productivity standards: Consistently meet the service productivity standards The service RM needs to meet the service productivity standards as defined from time to time Ensure adherence to schedule and login times as applicable The Service RM needs to maintain service adherence MIS Reporting To ensure accurate and timely reporting of MIS as prescribed The service RM needs to ensure timely and accurate reporting of defined MIS.
Banking Product & Process Knowledge
Sales and Influencing Skills
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