Walk-in || RBL Bank || Customer Support Executive || Malad

*It is a rotational shift role*

Role & responsibilities

Managing Inbound calls /emails / chat to service customers and make outbound calls where necessary. Responds to customers queries, updates customers details. Manages expectations & other related services offered by RBL Bank to resolves any queries.

Operations-

• End to end relationship management of VIP customer. SR closure tracking and call back if needed. Calls Management / respond & resolve customers queries & other related services offered by RBL Bank on calls at call centre.
• Training Assistance & Floor Mentoring, whenever called upon. Managing Inbound calls /emails / chat to service customers and make outbound calls where necessary. Follow up & manage all customer expectations to meet your customers' needs. Use positive communication & soft skills effectively for understanding customer needs and developing resolutions. Next day service-satisfaction call back check & Proactive servicing.
• Adhere to breaks/shifts in a timely manner as per schedule. Meet and exceed performance targets set by management. Use appropriate escalation methods. Follow all floor policies and HR policies. Identify and qualify legitimate sales opportunities. Real-Time floor Management as per necessity.

Quality-

• Follow appropriate procedures laid by the Quality team. Equip self with new products / procedures and updated policies. Meet quality assurance requirements and other key performance metrics.

Preferred candidate profile

• Graduate / Post Graduate
• Credit Cards / Banking Background
• Call taking Experience
• At least 2 year in Banking / Credit Cards / Financial Process