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Role/Job Title: Customer Service Executive – Retail Liabilities Inbound
Business: Service
Function/ Department: Customer Experience
Place of work: Customer Contact Center (Phone Banking unit)
Roles & Responsibilities:
‘1. Productivity
2. Maintaining Service Quality
3. Average Handling Time
4. First Contact Resolution
5. Maintaining TAT for all customer requests
6. Channel Migration to alternate channels
Secondary Responsibilities:
‘Drive all the initiatives in the Customer contact center.
Key Success Metrics:
‘Productivity, Average handling time, First contact resolution