Phone Banking Officer

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 highquality 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 customercentric 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 selfmotivation. - Ability to work in a dynamic, fastpaced environment. - Strong comprehension skills and problem-solving abilities. - Team player with a positive attitude. - Prior knowledge of the banking industry is an added advantage.