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Senior Key Account Manager at Impeccable HR Consultants Pvt. Ltd.
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National Customer Service Head - Bank (8-15 yrs)
Hiring for an upcoming bank
- Responsible for ensuring the quality of customer service at all branches of the Bank based on the inputs from Zonal CSOs, branches and customers.
- To ensure that customer complains get resolved at appropriate levels within TAT.
- Responsible for improving customer experience at branches.
- To ensure that satisfactory resolution is provided to the customers in respect of the items escalated in the report of customer service committee meetings.
- To assess the quality of service at branches, ensure measures for improvement of customer experience levels, Early resolution of complaints escalated, with in TAT
- Interaction with customers directly or through mystery shopping on sample basis
- Avoid complaint escalation leading to financial loss
- Liaison with L&D to ensure process knowledge soft skill improvement. Communicate significance of Better customer experience.
- Interaction with branches to ensure customer service committee meetings and resolve issues raised in the same. Complaint resolution at branches.
Kanchan Gupta
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