Walk-in | Phone Banking Officer

Axis Bank; Greater Noida, Dadri; On-site; INR 300,000 - 500,000; Full time

Job summary

Axis Bank is seeking a Customer Service Executive for its inbound contact center in Greater Noida. The successful candidate will be responsible for resolving customer queries, ensuring high satisfaction scores, and identifying cross-selling opportunities for banking products. Candidates should possess a Graduate/Postgraduate degree and a minimum of 2 years of relevant experience in customer service or contact centers. Strong communication and problem-solving skills are essential for this role.

Qualifications

• Minimum 2 years of relevant experience in customer service or contact centers.

Responsibilities

• Resolve customer queries and complaints promptly with high satisfaction.
• Adhere to bank policies and process guidelines with zero errors.
• Identify and execute cross-sell and upsell opportunities.
• Achieve call quality targets and other assigned KPIs.

Skills

Excellent written and verbal communication skills

Strong service orientation

Problem-solving abilities

Strong comprehension skills

Team player with a positive attitude

Education

Graduate/Postgraduate from a recognized institution

Job description

About Axis Phones

Axis Phones is the inbound contact center of Axis Bank, responsible for engaging with customers and prospects through virtual channels to deliver seamless and high-quality service experiences. The team handles customer requirements, ensures operational excellence, and identifies opportunities for cross-sell and upsell of banking products.

The function also supports sales and operations through:

• Quality improvement initiatives
• Employee engagement
• Compliance and performance monitoring

The core objective is to enhance customer engagement, productivity, and sales effectiveness.

About the Role

This role is responsible for providing excellent customer service by resolving queries and complaints effectively at the first point of contact, ensuring high satisfaction scores, minimal handling time, and identifying opportunities for cross-selling and upselling relevant products.

Key Responsibilities

• Resolve customer queries and complaints promptly with high satisfaction and minimal handling time.
• Deliver courteous, accurate, and customer-centric service with full ownership of issues.
• Adhere to bank policies, product knowledge, and process guidelines with zero errors.
• Escalate customer issues to appropriate teams when necessary.
• Maintain process efficiency and ensure compliance with service and sales standards.
• Achieve call quality targets and other assigned KPIs.
• Identify and execute cross-sell/upsell opportunities for products such as loans, mortgages, and premium accounts.

Qualifications

• Graduate / Postgraduate from a recognized institution.
• Minimum 2 years of relevant experience in customer service, contact centers, or related roles.

Role Proficiencies

• Excellent written and verbal communication skills.
• Strong service orientation with enthusiasm and high self-motivation.
• Ability to work in a dynamic, fast-paced environment.
• Strong comprehension skills and problem-solving abilities.
• Team player with a positive attitude.
• Prior knowledge of the banking industry is an added advantage.