Job Description:10687Core Responsibilities:· Customer request/query/complaint managemento Ensure rightful resolution of customer query and/or request within TAT/SLAo Drive process improvements to reduce complaints and increase customer delighto Coordinate and liaison across departments for resolution of complaints· Call center managemento Monitor customer communication routed through Call center and review service quality of call center vendoro Conduct periodical updates with respect to policy and process changes with the Call Center· Manage communication/system changes having direct customer impacto Review system/portal changes having impact on customer and monitor and plan all system generated communication to customerso Manage the operation delinquency voice process· Team Managemento Ensure manpower planning and team managemento Provide training for the team members and provide process updates and ensure high motivation and engagement levels of team memberso Drive customer centricity and sensitivity across the team· Build and facilitate business retention process· Help resolve all audit queries and support business activities(With respect to Customer Communication)· Provide analysis of reports and records and maintain monthly customer service reports/MIS Graduate : YesMasters/Postgraduate: OptionalDesired Experience: 6-8 years of experience in customer service/quality/retail assets
