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DESCRIPTION
- Level: L4
- Department: HO Operations
- Designation: Executive Manager
- Responsible for: Customer Service
- Location: Akurdi
- Experience: Minimum 2-3 years of experience preferably in Financial Services/Banking/FMCG/NBFC
- Preferred Age: Maximum 30 years
- Qualification: Graduate/MBA/ PG
- Reporting to: Manager Operations
- Nature of Role: Individual Performer
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SKILL SET REQUIRED
- Customer centric attitude
- Excellent communication skills
- Coordination skills
- Team and coordination skills
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ROLE & RESPONSIBILITY
- End to End closure of customer email/ Grievance
- Coordination with respective team for closure of the cases
- Coordination with departments and sharing of RCA
- Monthly presentation of MIS/PPT
- Preparation and Updation of SOP’s
- Process improvement
- Handling cancellation process
KEY PERFORMANCE AREA
- Resolution of customer escalations & Complaints within TAT
- RCAs and Improvement in the processes to control escalations
- Improvement in customer request resolution %
- Cancellation of cases within TAT
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