Walkin Details
03-12-2020 - 03-12-2020
Job
Description
Job Requirements:
- Lead the response and resolution of customer complaints that are received from the Regulator or in Complaints ID via any of the internal channels with Quality of resolution being of paramount importance
- Understand each query type, liaise with internal stakeholders to get the concerns resolved and leverage team to revert back to customers with defined TAT
- Lead and mentor team to ensure desired output in terms of Productivity, Quality, CSAT and NIL escalation to Regulators if a case is received by internal complaint unit
- Ensure achievement on all core business objectives & defined KPI / KRA parameters
- Implement requisite tools/automation to drive efficiencies and better management of complaints
- Liaise with Product, Tech, Operations, Customer Support and other teams as necessary to drive end to end process improvements
- Own and ensure Reporting & Data visibility as per business expectations
Requirement / Desired Skills:
- Candidate should be from Stock Broking background
- Minimum 5 years experience of having worked in Customer Support / Escalation Management / Dispute Management / Complaints units
- Minimum 5 years of proven experience in a team leadership role
- Good command over English communication skills, both written and verbal
Skills Required: Good Communication Skills,Customer Support,Leadership Skills,Verbal English Communication,Dispute Management,Escalation Management
Other
Requirements :
Department: Customer Service (Domestic)
Industry: Banking / Financial Services