Voice / Blended - Customer Service Associate

Role Summary:
As a Voice / Blended Customer Service Associate at HDFC Bank, you will be the primary point of contact for our customers, handling inquiries, resolving issues, and providing information across various communication channels including voice calls, emails, and chat. You will play a crucial role in ensuring customer satisfaction and maintaining the bank's reputation for excellent service.

Key Responsibilities:
- Handle inbound and outbound customer calls, emails, and chat inquiries regarding banking products and services.
- Provide accurate information about account balances, transaction history, loan products, credit cards, and other banking facilities.
- Resolve customer complaints and issues efficiently and empathetically, escalating complex problems to the appropriate department when necessary.
- Guide customers through online banking platforms and mobile app functionalities.
- Process customer requests such as account opening, fund transfers, bill payments, and service activation/deactivation.
- Adhere to all bank policies, procedures, and regulatory guidelines.
- Maintain detailed and accurate records of customer interactions and transactions.
- Identify opportunities to cross-sell or up-sell relevant banking products and services.
- Contribute to team goals and performance metrics.