Customer Service Executive-Credit Card Inbound

Job Requirements

About the Role

Are you someone who thrives on solving problems and creating memorable customer experiences? As a Customer Service Executive – Credit Cards Inbound at IDFC FIRST Bank, you’ll be the voice our customers trust. You’ll handle credit card queries with empathy, speed, and precision—turning everyday interactions into moments of delight. If you’re ready to be part of a high-energy team that values service excellence, innovation, and growth, this is your chance to shine in a 24x7 dynamic environment.

Key Responsibilities

Primary Responsibilities

• Handle inbound customer queries related to credit cards with speed and accuracy
• Maintain high service quality (SQ), first contact resolution (FCR), and average handling time (AHT)
• Ensure timely resolution of customer requests within defined turnaround time (TAT)
• Promote migration to alternate service channels for improved efficiency
• Drive Net Promoter Score (NPS) through positive customer interactions
• Upsell identified products to support revenue generation
• Adhere to weekly shift schedules, including rotational shifts (24x7)
  
  

• Support and drive key initiatives within the Customer Contact Center
• Contribute to overall service excellence and operational efficiency
  
  

• Bachelor’s degree in any discipline (Full-time)
  
  

• Prior experience in customer service preferred, especially in banking or credit card support
  
  

• Excellent communication skills in English and Hindi; regional languages are a plus
• Strong problem-solving and decision-making abilities
• Customer-centric mindset with a focus on service quality
• Comfortable working in rotational shifts, including weekends and holidays
• Proficient in using computer systems and CRM tools