Customer Support - Teamleader

Purpose of the Role
Maintains customer satisfaction by providing problem-solving techniques, manage team efficiently, drive quality initiatives while ensuring adherence to organization SLA.

Role Description
• Constantly Monitor Requests tickets that have exceeded SLA and coordinate action. • Ensure all TAT revisions and expected delays are proactively communicated to customers via respective process to minimize repeat calls from customers
• Coordinate resolutions on cross functional dependencies CCR SD - Community
• Drive Customer Uptime - Work with branch teams to provide them proper analysis of areas of improvement and follow up with them on proposed action plans
• Enable and track progress on Element clean up activity (BONU-BONT-CUSTOMER mapping )
• Drive action on branch walk-ins .Attend to Irate customers as well as support Front office executives n coordinating / handling walk-ins
• Drive action on prioritizing resolutions on Priority Escalations /Nodal and Appellate tickets

• Personally visit customers to understand failure points and drive corrective actions
• Ensure SOPs are defined for all processes and monitor adherence
• Regularly orient branches on variance and support with effective ways of working - Present RCA on delayed and Wrong rectifications
• Monitor Interaction quality of Outbound teams to ensure improved C-SAT
• Liaison between call centre and backend teams to bring down call volumes
• Share visibility on trends and efficiency of processes vs Customer satisfaction levels

Key Result Areas
This position will contribute to varying degrees in many of the phases of the customer service department including: Customer Service satisfaction, process improvements, driving quality initiatives, handling entire branch operations, coordination with various departments

Recruitment Specifications

Education
Graduate/Post Graduate or equivalent

Work Experience
1. Minimum 3-5 years of total work experience
2. Minimum 2 years of experience in managerial role
3. Must possess Strong interpersonal abilities
4. Must have Strong negotiation, communication & presentation skills