VC-Officer Customer Care

Job Title

Officer Customer Care

Business Unit

Virtual Care

Reporting To

Team Manager

Job Function and Role Type

Service, Individual Contributor

Version No

1.0

Job Purpose

Ensure delivery of consistent, competent service to enhance customer experience. Meet productivity, quality, and compliance standards while resolving customer requests within defined TATs.

Key Responsibilities

Customer Interaction & Query/Complaints Management

Handle inbound calls for product and process queries.

Resolve billing, payment, and account statement issues.

Process financial transactions like deposits and fund transfers.

Log complaints and follow up for resolution.

Call Quality

Achieve defined call quality and resolution benchmarks.

Ensure First Call Resolution for 90% of non-complaint calls.

Meet KAT and E-process score targets.

Audit & Process Compliance

Adhere to audit and process requirements.

Log customer requests accurately and error-free.

Update interactions in CRM systems as per guidelines.

Schedule Adherence & Service Productivity Standards

Meet defined service productivity standards.

Adhere to schedules and maintain login times.

Other Operational Activities

Maintain accurate records and attendance.

Stay updated on product and process knowledge.

Comply with audit and shift adherence requirements.

Education:

Graduate.

Certifications:

None specified.

Key Competencies

Team spirit, interpersonal skills, communication, proactive approach, banking product knowledge.

Major Stakeholders

Customers, internal departments for complaint resolution.