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Customer Experience Complaint Handling

2.00 to 6.00 Years   Bangalore   08 Dec, 2022
Finkcraft Consulting
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaPublic Relations (PR)
EmploymentTypeFull-time

Job Description

    Customer Experience Complaint HandlingJob Purpose
    • Responding to Complaints received for all cases (sales and non- sales related) and ensuring timely responses are sent to customers as per the TAT prescribed by internal SLAs and Regulatory body.
    • Ensuring escalations and supervisory interventions are sought without delay to enhance customer satisfaction.
    Responding to customer complaints accurately and effectively as per the prescribed norms
    • Respond to all complaints as per defined TAT of BSLI and IRDA. Support investigation of the mis selling complaints Coordinate with various departments and vendors i.e., Branches, PS, PI, Compliance/Legal, Products, Investments, Admin Dispatch, U/W, channel partners, Minacs departments for processing and clarification on the Complaint for mis selling complaints. Ensure structured follow up on cases with the dependent functions for processing and clarification thereby ensuring timely responses to customer. Ensure irate customers are dealt sensitively to avoid further escalations to Regulator or Senior Management. Ensure responses correctly interpreted and investigated to reach to right and conclusion to avoid any repeat complaints or inquiry from Customer.

Keyskills :
customer experiencecomplaint managementcustomer experience analysis

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