Job Description: Axis Bank PAN India Recruitment
Company Overview:
Axis Bank is one of India’s leading private-sector banks, providing a comprehensive suite of financial products and services to individuals, businesses, and corporates. Axis Phones is the customer engagement wing of Axis Bank, handling inbound customer service and sales operations.
Job Title:
Multiple Roles
Job Type:
Full-Time, Permanent
Salary:
₹1,00,000 – ₹4,75,000 P.A.
About the Role: Axis Bank PAN India Recruitment
The Axis Bank Phones Officer plays a crucial role in enhancing customer experience by providing seamless service and offering financial solutions through cross-selling and upselling. This role is responsible for handling customer queries, resolving complaints, and driving sales through effective communication.
Key Responsibilities:
Customer Service Responsibilities:
- Handle inbound customer queries related to banking products and services.
- Deliver high-quality service with complete ownership of customer concerns.
- Provide first-time resolution to customer complaints with a focus on customer satisfaction.
- Ensure compliance with banking policies and regulations.
- Escalate unresolved customer issues to the appropriate department.
Sales & Cross-Selling Responsibilities:
- Identify customer needs and offer suitable banking products.
- Promote bank services like loans, mortgages, and elite accounts.
- Achieve sales targets through upselling and cross-selling.
- Maintain product and process knowledge to ensure accuracy in communication.
Operational Efficiency:
- Ensure adherence to service and sales guidelines.
- Achieve call quality and customer satisfaction targets.
- Maintain proper documentation of customer interactions.
- Follow internal protocols and compliance measures.
Eligibility Criteria:
Educational Qualification:
- Graduate or Postgraduate from a recognized institution.
Experience:
- 0-5 years of experience in customer service, voice process, or sales.
Key Skills Required:
- Strong verbal and written communication skills in English and regional language.
- Customer-centric approach with problem-solving abilities.
- Ability to handle pressure and meet deadlines.
- Proficiency in banking systems and processes.
- High sales orientation to achieve consistent sales targets.
- Ability to work collaboratively in a team.
Interview Questions and Sample Answers:
General Questions:
1. Tell us about yourself.
Sample Answer: “I am a graduate in [your degree] from [your university]. I have [mention experience if any] experience in customer service and sales. I am skilled in handling customer queries, problem-solving, and promoting banking products. I am passionate about delivering excellent customer service and achieving sales targets.”
2. Why do you want to work at Axis Bank?
Sample Answer: “Axis Bank is one of the leading private banks in India, known for its customer service and innovative banking solutions. I am excited about this role because it aligns with my skills in customer service and sales. I see this as an opportunity to grow my career in the banking sector.”
Customer Service Questions:
3. How would you handle an angry customer?
Sample Answer: “I would listen to the customer patiently, acknowledge their concern, and empathize with them. I would then find a quick and effective solution, ensuring that they feel valued and respected. If required, I would escalate the issue to the appropriate department.”
4. How would you ensure first-time resolution for customer queries?
Sample Answer: “I would actively listen to the customer’s concern, use my knowledge of banking processes, and provide a clear and accurate solution. If additional help is required, I would immediately escalate it to ensure a quick resolution.”
Sales and Cross-Selling Questions:
5. How would you convince a customer to take a loan or open an elite account?
Sample Answer: “I would first understand the customer’s needs and financial goals. Based on that, I would highlight the benefits of the product that align with their requirements. I would provide real-life examples and demonstrate how the product can add value to their financial planning.”
6. Can you share an experience where you successfully upsold a product?
Sample Answer: “In my previous role, I noticed that a customer was frequently using their savings account for transactions. I explained the benefits of a priority account, including better interest rates and premium services. The customer found it beneficial and upgraded their account.”
Behavioral Questions:
7. How do you handle pressure in a fast-paced environment?
Sample Answer: “I prioritize tasks efficiently, stay organized, and maintain a positive attitude. I focus on one task at a time and ensure quality service while meeting deadlines.”
8. Give an example of a time you dealt with a difficult customer and how you handled it.
Sample Answer: “A customer was upset about a transaction issue. I listened to their concern, assured them that I would resolve it, and quickly checked their account details. I identified the issue and explained the resolution process clearly. The customer appreciated my quick action and calm approach.”
Situational Questions:
9. What would you do if a customer is not interested in the product you are offering?
Sample Answer: “I would try to understand their reasons for disinterest and address any concerns they have. I would highlight the benefits relevant to their needs. If they are still not interested, I would respect their decision and offer assistance with other banking services.”
10. How would you handle multiple customers during a high-call-volume period?
Sample Answer: “I would stay calm and ensure quick and effective communication. I would keep responses concise while maintaining quality service. If a query requires more time, I would take notes and follow up with the customer later.”
Growth & Career Opportunities at Axis Bank:
- Opportunity to advance to senior roles like Team Leader, Relationship Manager, or Branch Officer.
- Continuous training and upskilling programs to enhance banking knowledge.
- Performance-based incentives and rewards.
- Exposure to various banking domains such as wealth management, loans, and investment advisory.
How to Apply?
- Walk-in Interview: Visit the Noida branch on 17th March (9:30 AM – 5:30 PM).
- Whatsapp Resume to HR: 8056659888 (Ganesa Subramanian)