CEC – Correspondence – Grievance Redressal RL-Customer Experience Center-Customer Experience Center – Customer Service

Job Role :

 Handling customer queries / complaints primarily on emails, letters and calls for Retail Liabilities

 Adhere to agent-level Service Level Agreement (SLAs) specific by the process

 Ensure adherence to time schedules (Turn Around Time)

 Complete the logs specified by the process (End-of-day target)

 Adherence to Information Security norms & quality process norms.

 To be aware of and comply with any updates about the process

 Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance

 Provide inputs to improve work procedures that can enhance overall team performance

Job Requirement :

 Graduate / Post Graduate

 Minimum 1 to 2 years of experience in customer service role on email support or calls.

 Should have experience in handling customer queries, request , complaints and ensuring customer satisfaction.

 Candidate should have an excellent verbal & written English communication.

 Ability to work efficiently in a dynamic environment, handling multiple customer queries / complaints simultaneously.

 Flexible to get scattered 8 Week Offs in a month with 9hours shift.

 Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity

 Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers.

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