Customer Service Executive

Job description

Customer Service Executive Posted by ICICI Bank Mumbai Suburban Posted: imported by Jeevika JobsPopular categoriesIT jobsSales jobsMarketing jobsData Science jobsHR jobsEngineering jobsJobs in demandFresher jobsMNC jobsRemote jobsWork from home jobsWalk-in jobsPart-time jobsJobs by locationJobs in DelhiJobs in MumbaiJobs in BangaloreJobs in HyderabadJobs in ChennaiJobs in PuneCompaniesExplore categoriesUnicornMNCStartupProduct basedInternetExplore collectionsTop companiesIT companiesFintech companiesSponsored companiesFeatured companiesResearch companies by AmbitionboxInterview questionsCompany salariesCompany reviewsSalary CalculatorServicesAI career toolsNeo AI job agentResume score checkerAI resume makerInterview Q&AAI mock interviewLive AI interviewPremium servicesNaukri ProMost popularExpert resume writingExpert power profileAI BootcampsNewFree resourcesResume samplesJob letter samplesSearch jobs hereLoginRegisterFor employersBuy onlineNaukri Talent CloudEmployer LoginCustomer Service ExecutiveICICI Bank4.048.7K ReviewsEmployees' choice1 - 6 yearsNot DisclosedMumbai SuburbanPosted: 3 days agoOpenings: 100Applicants: 100+Customer Service ExecutiveICICI Bank4.048.7K ReviewsEmployees' choiceJob description Essential Services : Role & Location fungibilityAt 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 banks reputation for excellent service. You will work closely with various departments to address and resolve customer concerns promptly and effectively.Key ResponsibilitiesPrimary Point of ContactServe as the main contact for customers experiencing high-severity issues, ensuring effective communication and resolution strategies.Customer CommunicationMaintain clear and effective communication with customers throughout the escalation process, providing updates and managing expectations.CollaborationWork with internal teams, including technical support, product team and business teams, to resolve escalated issues promptly.Procedure DevelopmentDevelop and implement escalation procedures and policies to standardize response efforts and improve service delivery.Root Cause AnalysisAnalyse escalation patterns to identify root causes and prevent future occurrences and recommendations for process improvements.NegotiationNegotiate solutions to resolve customer complaints, balancing customer satisfaction with company policies.Qualifications & SkillsEducational QualificationBachelors degree in any discipline. Additional certifications in customer service and related fields are a plus.ExperienceMinimum of 3-5 years of experience in customer service, with at least 2 years in handling escalations or a similar role.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. Role: BFSI, Investments & Trading - Other,Industry Type: Banking,Department: BFSI, Investments & Trading,Employment Type: Full Time, PermanentRole Category: BFSI, Investments & Trading - OtherEducationUG: Any Graduateread moreKey SkillsSkills highlighted with ‘‘ are preferred keyskillsCustomer ServiceEscalation ManagementCommunication SkillsAbout the companyICICI Bank 4.0 48.7K employee reviewsFinancial ServicesBankingB2CServiceB2BFollow453.0k followers OverviewICICI Bank offers a range of financial products and services to retail, rural, small and medium enterprises and corporate customers. The Bank delivers products and services through various channels including branches, ATMs, mobile phones and the internet. The Bank aims to offer a seamless omni-channel experience to customers. The Bank progressed on its journey of Bank to BankTech through the digital and technological transformation.At ICICI Bank, technology is being integrated into every aspect, from delivering value to customers to optimising internal operations. We aim to grow our profitability within the guardrails of risk and compliance through a 360-degree customer-centric approach and by focusing on ecosystems and micro-markets. The principles of Fair to Customer, Fair to Bank and One Bank, One ROE will guide our operations. We focus on building a culture where every employee in the Bank serves customers with humility and upholds the values of brand ICICI. We aim to be the trusted financial services provider of choice for our customers and deliver sustainable returns to our shareholders. read moreCulture at ICICI BankJourney of ICICI through the years 70th year of ICICI InServiceOfTheNationHistory of ICICI (1955 – 1964) InServiceOfTheNationHistory of ICICI (1965–1979) InServiceOfTheNationHistory of ICICI (1980 – 1990) InServiceOfTheNationHistory of ICICI (1991 – 2002) InServiceOfTheNationICICI Bank continuously endeavours to strengthen its culture and encourage adoption of values and code of conduct amongst employees and doing business in a fair and transparent manner. Every action is aimed at benefiting the customer and the Bank. The Bank continuously strives to embed relevant principles and communicate the organization’s culture on an ongoing basis.The principle of ‘Fair to Customer, Fair to Bank’ emphasises the need to deliver fair value to customers while creating value for shareholders, which would guide the Bank’s operations.The principle of 'One Bank, One Team', emphasises the need to maximise the Bank’s share of the target opportunity across all products and services.The Bank has taken steps to organise and structure teams in a way which facilitates the Bank’s approach to Customer 360°.Customer-centricity is a key element underpinning our strategy to grow our business. Our approach begins with developing a deep understanding of customer needs, expectations and experiences.At the core of ICICI Bank’s customer-centric and service oriented approach lies the in- depth profiling of each micromarket. This helps the frontline teams to understand the markets in which they operate, and plan localised strategies with tailored propositions for customers.In line with the objective of creating customer-oriented ecosystems, the Bank has developed sector-specific solutions. These solutions focus on understanding industry and sector nuances and addressing specific requirements, which help to support businesses at every step of their journey.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. read moreCompany InfoLink:ICICI Bank websiteAddress:MumbaiBeware of imposters! Naukri.com does not promise a job or an interview in exchange of money. Fraudsters may ask you to pay in the pretext of registration fee, Refundable Fee…Read moreICICI Bank rolesyou might be interested inCredit Monitoring Analyst1-5 YrsKolkata, Mumbai, HyderabadPosted 11 Days AgoAudit Manager1-5 YrsMumbaiPosted 11 Days AgoDealer - Debt Capital Market6-11 YrsMumbaiPosted 11 Days AgoAwards & Recognitions2025ICICI Bank won the top prize in the 'Best Large Bank' category for the second year in a row from Mint, a leading financial daily.2025ICICI Bank won two awards at the 2025 Euromoney Private Banking Awards programme. The Bank emerged as winner in two categories namely: 'Best Private Bank in India' and 'Best for Family Office in India2024Model Bank for Reimagining Enterprise Lending Solutions2024The Bank emerged as the 'Best Company to Work For in India', across sectors as per a survey by the Business Today magazine.Salary insightsCustomer Service Executive in ICICI Bank typically earns between₹2.9 - ₹3.2 L/yrSee detailed salary breakupPowered by Recommended for youKnow moreAI-enhanced profileGet noticed by recruiters by increasing profile views upto 3 timesNaukri Pro builds an AI enhanced profile and keeps it active in searches. Home Jobs in Mumbai SuburbanIEIL has taken all reasonable steps to ensure that information on this site is authentic. Applicants are advised to research bonafides of advertisers independently. IEIL shall not have any responsibility in this regard. 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