Associate - CRM - Service Quality - RFB - Mumbai - Lodha (I-Think Techno Campus) - B wing - J Grades
Tata Capital · India
- Skill Set Required
- Sound judgment and decision making
- Strong investigation skills
- Effective listening skills
- Excellent verbal and written communication skills
- Demonstrate proficiency in attention to detail
- Ability to overcome objections from customer as well within departments
- Problem solving, business analysis and quantitative skills. Candidates must be capable of conducting proactive measures in seeking solutions to client and/or business problems.
- Primary Responsibilities
- Attend & resolve complaints received from regulatory authorities.
- Respond to regulatory authorities on all queries raised by them and liaison with various regulatory authorities.
- Attend & resolve all queries raised by the Internal Ombudsman.
- Attend & resolve escalation emails written to senior leadership of the organization
- Resolve and respond through call & email to customer requests/complaints related to various products and services
- Gather information to determine customer’s needs, apply problem solving skills and resolve the complaint/request effectively
- Gather and analyze current and historical data from customer records to respond to complaints/requests
- Follow-up with key contacts from other departments to ensure timely resolution of complaints/requests
- Provide clear and concise resolution/responses to customer complaints/request
- Handle complaints and requests in a courteous and professional manner in high stress situations.
- Control the pace and flow of the complaint/request and manage contact time effectively.
- Follow protocol and apply sensitivity and discretion in handling sensitive or confidential information.
- Flexibility in work hours and shifts is required.
- Meet metric expectations including NPS (Net Promoter Score), Productivity & Quality goals
- Appropriately prioritize and organize tasks to meet TAT Adherence
- Take control of customers complex request/complaint and provide resolution and response by co-ordinating with other departments such as Operations, Collections, Sales, Banking, Fraud, Credit & IT
- Identify & record root cause of each request/complaint for further analysis
- Regular follow-ups with customer & within department for resolution
- Education Qualification
- Bachelor Degree