Religare - AVP/Sr Manager - Customer Service

We Require-

A customer services professional to create the best in class Customer Experience delivering service and support to direct customers, franchisee customers, branches and business partners across multiple channels (voice, email, chat) at all customer touch points across all products.

Job requirements:

- Derive insights on what, why, where and when- needs of the customer by analyzing service data and work closely with analytics teams to define - how - delight has to be delivered

- Roll out CSAT process, including measurements and improvements.

- Bring in technological innovations and tools to enhance process improvement, client servicing points and hence customer satisfaction

- Lead customer-centric change initiatives from concept to delivery

- Responsible to drive Customer Focus across branches and other support teams

- Build the bridge between a Business role and Service, by providing insights to Business / Function leaders, on the critical role their teams can play in enabling experience - Service Culture

- Implement other-Industry Customer experience frameworks, which will create first-of-its-kind for RSL

- Independent Supervision of an outsourced customer services team, including voice, chat and non-voice channels

- Driving performance by designing & delivering need based trainings

- Review and design customer response templates and FAQs around products

- Call Listening and Calibration

- Participating and conducting CSAT calibrations / huddles as and when required

- Supporting initiatives to enhance CSAT awareness

- Review Processes And Provide Recommendations In Terms Of Improvement On Key Process Indicators

- Provide Feedback On Performance Gaps And Improvement Opportunities

- Provide Subject Matter Expertise On Projects Impacting Processes And Systems,

Random Sampling Of Calls/Transactions

- To Identify Process Strengths And Weakness, Business Analysis & Customer Experience

- Handling Monitoring Disputes

- Accountable for Analysis, Design & Delivery of solutions to improve TAT and SLAs

Skills :

- Strong customer service Orientation.

- Communication skills ? written and spoken

- Problem solving skills

- Ability to multi-task.

- Leadership Skills.

- Statistical analysis

- Dependable with proficient attention to details.

- Vendor management.