Officer - Mumbai, India - TATA Capital

TATA Capital
TATA Capital
Verified Company
Mumbai, India

1 week ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

Core Responsibilities:


  • Customer request/query/complaint management
  • Ensure rightful resolution of customer query and/or request within TAT/SLA
  • Drive process improvements to reduce complaints and increase customer delight
  • Coordinate and liaison across departments for resolution of complaints
  • Partner with Leadership team to enhance Customer Experiences by implementing successful call center programs
  • Identify, Recommend and Support the implementation of various programs for the improvement of call center Quality
  • Identify potential quality issues and initiate investigations in coordination with the leadership team
  • Meet vendor call centre team weekly to review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues
  • Handling Customer Queries & meeting Deadlines on daily basis records related to customer, also prepare plan for Audit also.
  • Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience
  • Efficiently gather complete information to access and fulfill customer need.
  • Build and facilitate business retention process
  • Help resolve all audit queries and support business activities(With respect to Customer Communication)

Qualification:
Graduate, Masters/Post Graduate - Optional
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