Associate - Customer Service

Location

Bangalore | India

Job description

Supervise customer service team. Pan channel - tele-call, emails, app based

Respond to customer inquiries. Timely and correct resolution for customer inquiries - Key KPIs - FTR (First Time Right), AHT (Avg Handling time)

Develop policies and procedures. Work with internal stakeholders to revise & devise policies and procedures to reflect a Customer First approach

Focus on customer satisfaction. Improve NPS/ CS scores.

Hire staff. Get the right team for Service & Delivery excellence and lead them to achieve goals.

Train staff. Develop training and quality measurement tools to train teams and train other stakeholders to ensure effectiveness across all customer touch points.

Develop goals and report progress. Share MIS and KPIs with the Customer Service Committee.

Continue to learn. Continuously improve processes to improve CX and delivery on efficiency parameters.

Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures.

Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets. Create a culture and processes which achieve the business goals and objectives with regards to their customer support; Positively impact NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.

Reduction of the cost to serve; Empower and Engage the Customer Support Team

Enhance the First-time resolution, identify new tools and technologies to better serve the customer.

Measure Product Adoption to drive positive impact of customer. Enable team to maintain customer relationship and look for opportunities to Up Sell and Cross Sell deal creation and drive better sales through service Use Customer Insight and Root Cause Analytics to identify company wide improvements and present these to the Board/Senior Stakeholder Peers.

Act as the Voice of the Customer across the organisation. Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities. Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.

Define, negotiate, and agree the effective utilisation of resources in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.

Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements

Continually develop improvements and embed successful change projects.Drive quality and consistency

Partner with Client relations to optimise existing Client profitability through business planning and collaboration and deliver increased revenue streams.

Minimum Qualifications :

MBA (Finance) Minimum Experience:

0- 3 years of relevant experience in NBFC or BFSI with cross-functional collaboration and team management skills

Skills : Extensive experiencing of managing operational customer support teams Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.

Proven Management and/or relationship management experience at a senior, strategic level role.

Established track record of exceeding targets, KPI s SLA s, in a quality led, legislative compliant environment.

Able to interpret MI/BI and develop strategy and make recommendations.

Demonstrate ability to motivate and communicate with others at all levels Influential relationships skills at all.

Able to use these relationships to deliver service improvements Excellent communication and negotiation skills.

Job tags

Salary