Job Description

: Job Title: Written Communication Specialist Experience: 1.5 years Location: Hyderabad, Mumbai Reporting to: Team Leader Objectives The Written Communication team is responsible for researching written complaints and delivering comprehensive written responses to address customer concerns. The Specialist will play a crucial role in investigating and effectively resolving customer complaints. Key Result Areas (KRAs)

• Productivity:

• Meeting or exceeding agreed-upon targets within specified timeframes

• Adapting to revised productivity targets based on experience

• Quality:

• Meeting and surpassing minimum quality benchmarks

• Adapting to revised quality targets based on experience

• Feedback:

• Embracing and integrating feedback

• Utilizing feedback for continuous self-improvement and process development

• Conducting thorough research on written complaints from customers

• Analyzing complaint issues and gathering necessary information for resolution

• Providing comprehensive written responses to customers, addressing all concerns raised

• Utilizing critical thinking skills to evaluate complaint validity and propose effective solutions

• Collaborating with various departments to gather insights pertinent to complaints

• Maintaining accurate records of customer interactions, complaints, and resolutions

• Identifying trends and recommending changes to improve the complaints handling process

• 1.5 years of experience

• Experience in International Banking

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