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Job Description
Role Purpose
Responsible for serving customers across multiple channels as a single point of contact ( Email/ Voice/ Chat etc) as an OMNI-channel specialist, part of Super Premium team in customer services specializing in managing relationship of HNI / Premium/ VVIP customers.
Role Accountability
- Provide servicing to customers across channels (Email/ Voice/ Chat etc.), ensuring optimum service levels to enhance customer experience
- Ensure minimal repeated errors on Escalations and EWS(Early Warning System) cases by working closely with Quality and training team
- Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process
- Ensure maintenance of TAT of resolution across sub-processes
- Perform process documentation and compliance adherence
Measures of Success
- FRT(First Response Time) Rate
- Real time Resolution rate
- CSAT
- Productivity and accuracy
- Adherence to Process TATs
- Zero Avoidable Escalation
- Process Adherence as per MOU
Technical Skills / Experience / Certifications
- Experience of handling VIP/ Premium customers in service delivery
Skills
Blended ProcessCustomer ServiceCustomer SupportHNISubject Matter ExpertiseSolving QueriesCustomer CareEmail ProcessMaintenanceService DeliveryDeliveryIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
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