Effectively resolving customer queries or complaints - at the first instance - with excellent customer satisfaction scores and minimum call handling time, Delivering service with requisite courtesy and accuracy, Demonstrating complete onus to customers queries / problems, Adhering to product and process requirements with nil errors, Escalating customer issues to the right internal stakeholders, Ensuring process efficiency and effectiveness, Complying to service and sales guidelines Achieving Call Quality targets and other key performance indicators, Cross-sell / upsell products like loans, mortgages, priority / elite accounts, etc.