Key Responsibilities: Be the best for our customers by- Displaying complete onus to customers queries / problems- Delivering service with requisite courtesy and accuracy- Adhering to product and process requirements, with nil errors- Escalating customer issues to the right internal stakeholders- Effectively resolving customer complaints at the first instance, with excellent customer satisfaction scores Ensure process efficiency and effectiveness by- Complying to service and sales guidelines- Achieving Call Quality targets- Resolving customer queries at the first instance of contact, with minimum call handling time Cross-sell / upsell set products like- Loans and mortgages- Priority / elite accounts