Customer Service Executive

Job description

Category Operations Group Job level Entry-Level Managerial Industry Any Experience 3 to 5 Years Location Mumbai Essential Services : Role & Location fungibility At ICICI Bank, we believe in serving our customers beyond our role definition, product boundaries, and domain limitations through our philosophy of customer 360-degree. In essence, this captures our belief in serving the entire banking needs of our customers as One Bank, One Team .

To achieve this, employees at ICICI Bank are expected to be role and location-fungible with the understanding that Banking is an essential service .The role descriptions give you an overview of the responsibilities, it is only directional and guiding in nature. About the role As a Customer Service Executive specializing in escalation handling, you will be the primary point of contact for resolving complex customer issues that have been escalated from frontline support.

Your role is crucial in ensuring customer satisfaction and maintaining the bank’s reputation for excellent service. You will work closely with various departments to address and resolve customer concerns promptly and effectively.

Key Responsibilities

Primary Point of Contact Serve as the main contact for customers experiencing high-severity issues, ensuring effective communication and resolution strategies. Customer Communication Maintain clear and effective communication with customers throughout the escalation process, providing updates and managing expectations. Collaboration Work with internal teams, including technical support, product team and business teams, to resolve escalated issues promptly.

Procedure Development Develop and implement escalation procedures and policies to standardize response efforts and improve service delivery. Root Cause Analysis Analyse escalation patterns to identify root causes and prevent future occurrences and recommendations for process improvements. Negotiation Negotiate solutions to resolve customer complaints, balancing customer satisfaction with company policies.

Qualifications & Skills

Educational Qualification Bachelor’s degree in any discipline. Additional certifications in customer service and related fields are a plus.

Experience

Minimum of 3-5 years of experience in customer service, with at least 2 years in handling escalations or a similar role. Few Success Factors Strategic focus Openness to collaborate Vigil on norms & regulations Orientation to understand business Learning aptitude . . . . About the Business Group The Customer Service Group at ICICI Bank provides exceptional service to our customers. We believe in a customer-centric approach and strive to exceed customer expectations at every touchpoint.

Our team is committed to resolving customer issues efficiently and effectively, ensuring a positive banking experience for all our clients. Here are a few videos that you may want to go through on the products and services of the Bank. iMobile Pay: the app for anything, anyone, anytime ICICI Bank Digital-first business banking solutions for all MSMEs API Banking Satelite based farm assessment Digital ICICI Bank InstaBIZ App ICICI Bank Business Banking through InstaBIZ Corporate Banking ICICI Bank Trade Emerge ICICI Bank ICICI Bank - iFinance ICICI Bank Eazy Pay Pro . . . . . . . . . . . . . .

Frequently Asked Questions Show More Show Less Is understanding of banking required to apply for this role? Experience in Banking Knowledge is not a necessary condition to apply, it would be an added advantage. We require someone who has an up to date understanding of RBI and other regulatory guidelines, Basel regulations, Liquidity management, Asset Liability Management etc. Can a fresher apply for the role of Customer Executive Manager?

Bachelor’s degree in any discipline. Is this a team-handling role? Our Managers work with internal teams, including technical support, product team and business teams, to resolve escalated issues promptly. What is the selection process Post receiving your application, we shall duly evaluate your profile against the job requirements. If shortlisted, we shall invite you for a personal interview to better understand your profile.

Please update your profile at ICICI Careers for us to stay updated with your latest information. What is the next step after applying? While we duly evaluate your profile against the job requirements, we encourage you to keep your profile at ICICI Careers updated with the latest resume, photograph and complete the declaration.