Phones Officer (35 views)

Mumbai (All Areas)
June 17, 2024

Grade – Officer/ AM

Axis Bank Mumbai, Maharashtra, India (On-site)

#Come As You Are “We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply”

About Axis Phones:

Axis Phones engages with Axis Banks customers and prospects, virtually, through the inbound contact centre to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell. Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities. Keeps a check on any malpractices and defines actions basis severity of incidents. The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

About the Role:

The Axis Phones Officer role is focused on rendering services to Axis Bank customers and ensuring satisfactory, first-time resolution is provided for all customer queries. To be successful at this role the incumbent needs to be the best for our customers by ensure process efficiency and cross-sell / up sell set products.

Key Responsibilities:

  • Be the best for our customers by

– Displaying complete onus to customers queries / problems

– Delivering service with requisite courtesy and accuracy

– Adhering to product and process requirements, with nil errors

– Escalating customer issues to the right internal stakeholders

– Effectively resolving customer complaints at the first instance, with excellent customer satisfaction scores

  • Ensure process efficiency and effectiveness by

– Complying to service and sales guidelines

– Achieving Call Quality targets

– Resolving customer queries at the first instance of contact, with minimum call handling time

  • Cross-sell / upsell set products like

– Loans and mortgages

– Priority / elite accounts


Optimal qualification for success on the job is:

  • Graduate or Post graduate from a recognized institution.
  • 0- 5 years relevant role in voice customer servive.

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:

  • Proficiency in systems related to Banking transactions and services.
  • Good communication skills in both English and local language.
  • Excellent lead generation and conversion skill.
  • Ability to handle pressure and meet deadlines.
  • Ability to successfully work as a part of a team.
  • High sales orientation to meet the sales targets consistently.
  • Teamwork, verbal and written excellence, resilience and highly motivated for developing a new department.