Customer Service Manager-Loan Centre

Job Requirements

About the Role

Be the voice of IDFC FIRST Bank! As a Customer Service Executive, you’ll be the first point of contact for our customers—resolving queries, building trust, and delivering service that delights. If you’re passionate about people, love solving problems, and thrive in a fast-paced environment, this is your chance to shine and grow with a brand that puts customers first.

Key Responsibilities

Primary Responsibilities

• Deliver outstanding customer service by resolving queries efficiently and empathetically
• Take ownership of customer issues and ensure timely resolution
• Promote customer-centricity by enhancing service quality and customer engagement
• Monitor service metrics like SQ scores, AHT, FCR, and NPS
• Develop and implement service procedures, policies, and standards
• Maintain accurate records of customer interactions and service actions
• Support upselling initiatives to drive organic growth
• Adhere to approved budgets and manage resources effectively
  
  

Secondary Responsibilities

• Monitor and engage on social media platforms (Twitter, Facebook, etc.) to address customer concerns
• Collaborate with internal teams to ensure quick complaint resolution
• Drive initiatives to improve grievance handling and brand perception
• Explore opportunities for faster resolution and improved customer experience
  
  

What We Are Looking For

Education

• Graduate (Any discipline)
• Postgraduate (Preferred, any discipline)
  
  

Experience

• Minimum 2–3 years in customer service, preferably in banking or financial services
  
  

Skills and Attributes

• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Ability to manage multiple priorities and work in a fast-paced environment
• Proficiency in CRM tools and digital platforms
• Customer-first mindset with a focus on service excellence
• Ability to mentor and motivate team members