Head Customer Service @ RyTe4U Consultants

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Head Customer Service

RyTe4U Consultants
12 to 13 Yrs
Bengaluru
3 years ago
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Job Description

Key Responsibilities (What to be Done)

The candidate will be responsible for ensuring best in class customer service at all channels.

Customer Service

Work with front end branch teams to improve the quality of customer service

Facilitate the training and other needs of customer facing staff

Manage the NPS exercise for the bank including deciding on the sampling, mode of feedback and so on.

Analyze the NPS and customer feedback at a bank level and ensure that the shortcomings, suggestions are worked upon

Work on other tools to understand quality of customer service, like mystery shopping

Customer Complaint Mgmt.

Track and close the customer complaints reported to RBI, PMO, nodal officers, sr mgmt.

Ensure Resolve and dissolve approach i.e. ensuring temporary and permanent fixes for all gaps encountered

Work with business and other stakeholders to ensure that the gaps highlighted in field processes, systems etc are also fixed

Call center

Supervise the call center and deliver on contact center metrics

Drive service to sales from contact center

Others

Responsible for managing the bank level customer service committee governance

Qualification

MBA

Behavioral competencies

Must have good understanding of various processes in the bank

Be an outstanding and persuasive communicator written and spoken

Good internal & external networking skills

Solicit and accept feedback and alternate points of view

Demonstrate creativity and ability to work with various stakeholders

Strong Interpersonal skills & Team management skills

Critical thinking & problem-solving skills

Self-motivated, pro-active and demonstrate exceptional drive towards delivery

Employement Category:

Employement Type: Full time
Industry: Banking / Financial Services
Role Category: Investment Banking / M&A
Functional Area: Not Applicable
Role/Responsibilies: Head Customer Service

Contact Details:

Company: RyTe4U Consultants
Location(s): Bengaluru

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Your name (*)

Email (*)

Mobile (*)

Preferred City (* max. 2 w/comma)

Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

I agree with website service terms and conditions

RyTe4U Consultants

One of the product development client of RyTe4U

Head Customer Service @ RyTe4U Consultants

Home > Investment Banking / M&A