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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Management Consulting / Strategy |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Assists a team of 8-12 Email/Chat banking officersFocusses on service quality and customer satisfaction by proactive escalation handlingHandles end to end complaints management by ensuring timely closure of customer complaintsSets performance parameters & deadlines to monitor performance of the team members and strives for operational efficiency by keeping a track on call abandoned ratio, average handling time of each officer, repeat callers etc.Motivates the team towards cross-selling thereby driving the productivity of the workforceConducts need based training programs to enhance the skill sets of the team and to keep them updated with company s latest products and processesParticipates in recruitment and retention of quality officers and fosters a culture of team work to achieve the business objectivesPrepares MIS(daily, weekly, monthly) to provide feedback to the top management,
Keyskills :
salesslaqualitycoachingvoiceprocesscrosssellingservicequalityprocessmanagementustomerrelationstopmanagementtrainingprogramsqualityoperationscustomercomplaintscustomersatisfactionoperational