Assistant Manager - Customer Service Executive

Axis Finance (AFL); Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Axis Finance (AFL) in Mumbai is seeking a customer-focused support professional to handle inbound interactions related to banking and financial products, resolve queries, and ensure a superior customer experience while complying with regulations.

You will document interactions in CRM, assist with KYC, and contribute to Quality, CSAT, AHT, and First Call Resolution targets, working in a fast-paced environment to drive customer satisfaction.

Qualifications

• Excellent verbal communication in English.
• Strong customer handling and problem-solving abilities.
• Knowledge of banking products, loans or financial services.
• Ability to manage customer escalations effectively.
• Good listening and interpersonal skills.

Responsibilities

• Handle inbound calls related to loans and financial products.
• Resolve queries and complaints within defined service levels.
• Provide accurate information regarding products, services, transactions, and account-related requests.
• Identify customer needs and guide them to appropriate solutions.
• Maintain a high level of customer satisfaction and service quality.
• Ensure compliance with banking regulations, KYC norms, and internal policies.
• Accurately document customer interactions in CRM systems.
• Escalate unresolved issues to relevant teams as per defined processes.
• Achieve individual and team performance metrics including Quality, CSAT, AHT, and First Call Resolution.

Skills

English language proficiency

Customer handling

Problem solving

Banking product knowledge

Escalation management

Job description

Job Summary :

We are looking for a customer-focused professional to handle inbound customer interactions related to banking and financial products. The role involves addressing customer queries, resolving concerns, providing product information, and ensuring a superior customer experience while adhering to regulatory and compliance requirements.

Key Responsibilities :

• Handle inbound customer calls related to loans and other financial products.
• Resolve customer queries and complaints within defined service levels.
• Provide accurate information regarding products, services, transactions, and account-related requests.
• Identify customer needs and guide them to appropriate solutions.
• Maintain a high level of customer satisfaction and service quality.
• Ensure compliance with banking regulations, KYC norms, and internal policies.
• Accurately document customer interactions in CRM systems.
• Escalate unresolved issues to relevant teams as per defined processes.
• Achieve individual and team performance metrics including Quality, CSAT, AHT, and First Call Resolution.

Required Skills:

• Excellent verbal communication skills in English.
• Strong customer handling and problem-solving abilities.
• Knowledge of banking products, loans or financial services.
• Ability to manage customer escalations effectively.
• Good listening and interpersonal skills.