Sky Service FIU-RM-Customer Experience Center-Contact Centre Inbound

Job Role

• . To Attend the inbound calls / make outbound calls for customers in Retail Liabilities and investigate the fraud reported by the customer
• . To thoroughly understand product and process to handle complex queries for the customer
• . To identify and convert the opportunities for cross selling (banking product) on customer's call
• . Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
• . Ensure customer 'delight' and consistent service experience, including timely resolution of customer queries / issues.
• . Complete the logs specified by the process (End-of-day target)
• . Adherence to Information Security norms & quality process norms.
• . To be aware of and comply with any updates about the process
• . Act on the feedback given by Team Leader / Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance