Job Description

Job Summary . Job Summary not provided Required Qualifications and Experience . Duties and Responsibilities: . Daily SLA Delivery as per defined matrix for escalation queues . End to end resolution on customer complaints with 100% close-looping . Plan Capacity and forecast based on SLA trends and volume to achieve SLA\'s with the partner . Optimise Productivity and improve Quality . Timely responses with resolution to Social Media and RBI and Senior Management complaints . Audits to improve processes and reduce Complaints . Escalation analysis and improvements, look at process re-engineering points to improve any gaps in processes . Capture customer VOC in case of any escalation or complaint and highlight to relevant stakeholders for improvement . CSAT / NPS Target achievement and delivery of actions to improve service . Monitor and audit cases on a daily basis to ensure quality and eliminate any chances of financial loss/fraud Required Qualifications and Experience: . Should have 7 years of experience in managing Experience and Service . Prior experience in handling service processes and understanding customer needs . Should be passionate about Customer Experience and close eye to detail . Should be a graduate preferably . Should have collaborative work style to engage with peers & colleagues across the company. . Should have excellent communication skills along with strong presentation and data analytics skills. . Self-motivated and a self-starter . Should have good hands on experience working on MS office and Excel . Should have good knowledge of internal facing systems like Finnone, Pennant, CRM and Customer eye . Managing Partners . Audit of transactions done by Partner\'s team . Tracking of Maker Done & Author Pending . Tracking of Daily Productivity . Mis for internal consumption basis frequency decided

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