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MNC Bank | Customer Service - Escalation | Voice Email Chat

1.00 to 6.00 Years   Hyderabad, Navi Mumbai, Thane, Pune   30 Aug, 2022
Hy Fly Consultancy Hiring For Hy Fly Consultancy
Job LocationHyderabad, Navi Mumbai, Thane, Pune
EducationNot Mentioned
SalaryRs 1.0 - 3.5 Lakh/Yr
IndustryBanking / Financial Services
Functional AreaCustomer Service (International)Customer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Job Designation:Service Assurance Officer (Escalations on Call)Position Grade:Assistant Manager - M1 / Deputy Manager - M2Job Location:Wagle Estate - (Thane-West)Eligibility Criteria:
    • Must have minimum 1 year to 2 years Experience on(Escalation on Calls into Customer Servicing role with only on Banking experience person need to apply.
    • Flexible to get scattered 8 Week Offs in a month with 9 hours working in a day shift including Sunday/holidays.
    • Must be at least Graduate any stream.
    • Must have Excellent communication as well as writing skills.
    • Age should be maximum 32 years.
    • Male & Female both can apply.
    • Must be comfortable to work in Wagle Estate - (Thane-West)
    Job Description & Responsibility:
    • To respond to customer complaints/issues received on calls/emails and provide effective resolution.
    • To handle escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated.
    • Seek advice and escalate the issue to relevant teams.
    • Co-ordinate and follow up with support teams for resolution of customer complaints.
    • To ensure that customers do not have to approach senior management for resolution of issues.
    • Maintain TAT of commitments given to customer.
    • Escalate the issue to higher ups whenever required.
    • Maintain the data of escalations which will be required for training need and analysis for the teams. This data will also be used to analyze the current processes and future process
    • improvements to better customer experience.
    • Suggest process improvements.
    Candidate Desire Profile:
    • Minimum 1-2 experience onEscalation on Callsinto customer service role.
    • Minimum Should be Graduate.
    • Excellent communication skills Verbal & Written both.
    • Flexible to get scattered 8 Week Offs in a month with 9 hours working in a day shift including Sunday/holidays.
    • Good listening skills and strong communication abilities.
    • Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity.
    • Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization.
    • Should be able to establish rapport quickly with peers, managers & customers.
    Salary Package:Annual CTC 2.75 to 3.50 Lac per annum plus performance based Incentives.PF, Gratuity, Mediclaim & Insurance cover (as per policy).

Keyskills :
telecallinginbound processcustomer serviceoutbound callingcustomer carephone bankingvoice processtelesales

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