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Head Customer Service

12.00 to 13.00 Years   Bangalore   03 Jan, 2023
RyTe4U Consultants
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaInvestment Banking / M&A
EmploymentTypeFull-time

Job Description

    Position / Job Title: Head Customer Service Function :Contact CentreReporting to: COOLocation: Bangalore Corporate OfficeKey Responsibilities (What to be Done)The candidate will be responsible for ensuring best in class customer service at all channels.Customer ServiceWork with front end branch teams to improve the quality of customer serviceFacilitate the training and other needs of customer facing staffManage 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 uponWork on other tools to understand quality of customer service, like mystery shoppingCustomer 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 encounteredWork with business and other stakeholders to ensure that the gaps highlighted in field processes, systems etc are also fixedCall center Supervise the call center and deliver on contact center metricsDrive service to sales from contact centerOthersResponsible for managing the bank level customer service committee governanceQualificationMBABehavioral competenciesMust have good understanding of various processes in the bankBe an outstanding and persuasive communicator written and spokenGood internal & external networking skillsSolicit and accept feedback and alternate points of viewDemonstrate creativity and ability to work with various stakeholdersStrong Interpersonal skills & Team management skillsCritical thinking & problem-solving skillsSelf-motivated, pro-active and demonstrate exceptional drive towards delivery

Keyskills :
bankingservicecustomercustomer service

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