Head/Incharge-Customer Service (Offline) @ Skillventory

Job Description

1. JOB BRIEF

A leading payments settlements company is hiring a "senior resource" in the designation of "Head/Incharge- Customer Service" for it's "Offline Products" division.

2.JOB LOCATION

Goregaon, Mumbai

4. JOB PURPOSE (Customer Service)

a) Develop service procedures, polices and standards for customer service.

b) Develop customer satisfaction goals and coordinate with the team to meet them consistently.

c) Monitor the queries / complaints received and resolution.

d) Assess service level statistics and work with the respective operations team to find out and implement long term solution so that such issues does not recur.

e) Assess the requirement, get the automated tools implemented for customer service, monitoring etc

f) Training and development of staffs

5.PRINCIPAL ACCOUNTABILITIES

Develop policies and procedures

1. Developing the services policies and procedures

2. Oversee the implementation for all the products after taking necessary approvals

3. Review and update the policies and procedures on periodic basis

Customer service goals

1. Liaise with Business development team and formulate the customer satisfaction goals.

2. Facilitate online customer service feedback from various stakeholders.

3. Accountable for customer survey results.

4. Work with the internal teams as well as the banks and work towards improving the satisfaction score.

5. Identify the week areas and devise methods to improve the score

Monitor queries and complaints

1. Monitor the queries / complaints received by various teams and the resolution there off

2. Get the data analyzed and work with the teams that are lagging in adherence to TAT for improving the TAT

3. Handle the escalated cases for resolution

Automation

1. Assess the current process, identify the areas of improvement for automation.

2. Create the requirement document and facilitate implementation of open source automated tool for customer service

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Keyskills:   automation data analysis customer service incharge-customer service head-customer service