Business: Credit cards
Function/ Department: ‘Customer Experience
Place of Work: Navi Mumbai / Mumbai
Roles & Responsibilities:
‘1) Responsible for handling customer queries/ complaints received from various channels.
2) To assist service groups to assign the queries to concerned team
3)Ensures queries are reverted by the required stakeholders and not breaching the TATs
4) To maintain record of critical queries and complaints beyond TAT and highlighting to seniors to identify the gaps and opportunity for process enhancements.
5) To Raise incidents for technical issues identified and maintaining MIS of the same to be published regularly.
6) Develop new and unique ways to improve operations of the organisation.
7) Through various ways such as calls listening, Customer VOC, identify the process / people / technology gaps to be fixed.
8)To coordinate the completion and delivery of the tasks allocated.
9) To ensure important information is cascaded to service teams and relevant stakeholders and training is imparted
10) Review knowledge article and timely update as per recent developments.
11) Maintaining monthly track of complaints received and classifying the same for further analysis.
Secondary Responsibilities :
‘1) Strong analytical skills and an eye for detail
2) Self Motivated and takes initiatives
3) Excellent written and oral communciation skill
4) Ability to work to tight daily and monthly deadlines
Managerial & Leadership Responsibilities :
‘1) Good Communciaton Skill
2) Ability to Multitask
3) Customer service Mindset
4) Preparing reports and PPT
5) Interpersonal skills are essential as role needs to engage with different teams and stakeholders effectively.
Key Success Metrics:
‘1) Timely reporting
2) Identify opportunities – control automation
3) Identify opportunities – reduce complaints