Handle and manage complaints received via ERP, regulatory portals and leadership team.
Ensure 100% closure of customer issues received via above sources within stipulated TAT.
Responsible for ensuring delivery of exemplary customer experience.
Ability to think, plan and execute with a ?start-up? mentality.
Recruit, mentor and develop service agents and nurture an environment where they can excel through encouragement and empowerment.
Improve customer service procedures, policies, and standards.
Working closely with internal and external teams to understand and give input into based on customer feedback.
Avoid advisories from regulatory bodies.
Participate in cross functional meetings to review information received from operational support functions to define action plans that resolve issues and drive continuous improvement
Keep ahead of industry?s developments and apply best practices to areas of improvement
Identify customer service trends and determines system improvements. Analyse variance and initiate corrective actions.
Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Prepare and present MBR/QBR with senior leadership.