Customer Service Executive

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.

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.