RO : Inbound Channel - Team Member-Activity Champion

RO : Inbound Channel - Team Member- Activity Champion

INTERNAL USAGE : No. of Vacancies :

Reports to :

AVP / VP

Is a Team leader

No

Team Size : 5-10

Grade : M / SM

Business : Retail Operation

Department : Inbound Channels

Sub - Department : Inbound Channels

Location : Virtual, Mumbai

About Name of BU

Axis Banks (Inbound Channels) : This is a highly result oriented team to drive the operations of contact centre, email and chat services handling customer issues and taking it to resolution. Reporting to head Inbound channels this department handling all the customer, branch, RMs and coverage issues on the corporate internet banking and monitoring daily pendency and ensuring complaints are addressed on time

About the Role

The person would be a part of the Corporate Business customer service team managing the complexities on IDP and CDP (NEO) the upcoming business model

Key Responsibilities

The candidate will be responsible for the following in his / her job role :

Development of insightful reports with clear out put of customer complaints and measurement metrics

Preparing Voice of process which should reach respective stakeholders for customer issue resolution

Customer first approach and ready to take up an challenges with positive attitude

End to End closure of complaints to avoid any repeat

Experience of managing teams and conflict management

Qualifications

Any graduate with 5+ year experience

Role Proficiencies :

• Excel, Power point and other office application. Direct or indirect customer interaction
• Should have experience in handling corporate clients and B2B
• Strong data handling, interpretive and problem-solving skills with the ability to process large volume of transaction level data and efficiently derive actionable results.
• Having a results oriented attitude with go get it done skill
• Good management skills while working with both internal and external partner.

Skills Required

Data Handling, Problem-solving, Excel