Customer Service
- Current
- Responsible for Customer complaint resolution on customer service channels social media, IVR and 3 In 1 as per defined SLA
- Monthly preparation of presentation/deck for Reputational risk Management, RMC, Customer Service Review, Fortnightly meeting on complains in detail
- Responsible for team induction, training, and skill enhancement
- Responsible for co-ordination with COE & DMS team for ongoing Process changes
- Scope of the duties cover defining new requirements, getting it Developed and maintain it further considering the project / business requirement of project process & Procedures
- Lead the team for better performance and quality output given the reputation management risk exposure
- Responsible to drive proactive measure to reduce customer escalations through Exotel Call Sampling and social Listening
- Accountable for quality of customer calls attended by IVR service associates
- Fast sheet preparation and validation for RBI tagged and all customer complaint cases
- Daily monitoring of positive /negative sentiment on various social media platforms like twitter, Facebook , LinkedIn etc
- Through social listening
- Responsible for timely closure of the escalations received on various customer service channels /platforms
- Ensuring governance of the activities carried out by the SDM Team
- Daily publishing MIS on the activities carried out by team
- Periodic QC of the customer complaint calls, Emails, CRM & resolution given
- Identification of improvement areas, need of SDM and work closely with concern stake holders to propose and deliver cost effective solutions and get them delivered
- Accountable to interact with Service, Collections for effectiveness of the process.
