Group Company: HDFC Bank Limited
Designation: Virtual Care-Officer – Outbound Customer Care (77_19_100093)
Office Location: Himalaya RTO – Calling Units Ahmedabad (Branch)
Customer Interaction & Query/Complaints Management
Job Role includes handling of outbound calls of customers regarding card control:
Responding to customers with the resolution within the defined TATs.
Process the requests as per defined process, while ensuring adherence to the customer authentication process.
Answering customer calls within the specified call answer time.
Adherence to the defined service delivery standards.
Accurate data capture of the request details as instructed by the customer. Process adherence in respect of submission of the relative annexure to the supervisor for authentication / further action.
Accurate and complete data capture of the customer issues / complaints in the relative formats. Logging of the complaints in the system, as per the laid down process. Proper follow-up with the concerned department / branches for resolution and closure of the complaints.
Attempting to delight the customer by striking a relationship and fulfilling needs.
Call back to customers in case of any unresolved queries etc.
Appropriately escalating cases to the Supervisor.
Audit & Process Compliance:
Schedule Adherence & Service Productivity standards:
Other Operational Activities
Maintenance of records / record keeping.
Keep self updated on the product/ process knowledge as per the training imparted by the Training / Supervisors/ Quality.
Adherence to Audit and compliance process as defined.
Educational qualifications preferred
Required work experience