Customer Service Executive

Job Description

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.
• Training and Mentoring: Train customer service staff on escalation processes and de-escalation techniques.
• Negotiation: Negotiate solutions to resolve customer complaints, balancing customer satisfaction with company policies.
• Reporting and Analysis: Prepare detailed reports on escalated issues, outcomes, and resolution times for senior management.
• Post-Resolution Review: Participate in review meetings to discuss handling of escalated issues and potential improvements.
• Regulatory Compliance: Ensure all escalated issues are managed in compliance with banking regulations and internal policies.

Key Qualifications & Skills:

• Education: 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.
• Communication Skills: Excellent verbal and written communication skills in English. Proficiency in additional languages is an advantage.
• Problem-Solving Skills: Strong analytical and problem-solving abilities to address and resolve customer issues effectively.
• Interpersonal Skills: Ability to handle difficult situations with patience and empathy, maintaining a positive attitude.
• Technical Skills: Proficiency in using CRM systems and other customer service software. Basic knowledge of banking products and services is preferred.
• Team Collaboration: Ability to work collaboratively with cross-functional teams to resolve issues and improve customer satisfaction.

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.