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Designation/ Role here |
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Designation |
Sr. Exec- Contact Centre |
Grade/ Consultant |
L1- Sr. Executive |
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Reporting to |
Head- Contact Centre |
Location |
Thane |
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Function |
CC & Operations |
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Job Purpose |
Manage the Non voice customer service team |
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Role |
· Manage customer care team responsible for responding & communicating with followers/customers, responding to queries in a timely manner and monitor customer requests/reviews/complaints. |
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· Ensure team is meeting key metrics like Response TAT, service TATs, Quality, Repeat control & Reduction |
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· First Call Resolution/First Time Right resolutions |
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· Manage Customer Care Email team members on productivity and efficiency parameters. |
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· Manage customer complaints and escalations & prepare RCA. |
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· Showcasing RCA to management and identifying and leading change. |
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· Maintain and improve the brand/business reputation while collaborating with internal stakeholders and agencies. |
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· Co-ordinate with various teams like Credit/ Ops/ Business on regular basis for customer resolutions. |
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Qualification & experience |
· Mandatory: Graduation (Any stream) |
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· 2+ years of experience in customer service management |
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Essential skills |
· Analytical and multitasking skills |
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· Strong communication skills |
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· Adept in Microsoft office. |
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· Should be dedicated and display integrity. |
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· Willingness to learn with an attitude of continuous improvement. |
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CTC |
10-12 LPA |
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