21/06 Priyanka
Recruiter at Mainstream Technologies

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Customer Service Analyst - BFS (3-6 yrs)

Mumbai Job Code: 712082

Customer Service Analyst - Only Diversity Profiles From Mumbai

- Providing support for all live transactions for the Medium Intensity clients by coordinating with various Ops units

- Handling of all queries through extensive backend investigation and front end client coordination

- To resolve all assigned queries within pre-defined turnaround times to attain customer satisfaction

- Educating clients for more usage of Direct and Interactive Voice Response (IVR)

- Plan and execute customer visits to ensure customer satisfaction and retaining client interest

- Timely reporting of metrics and queue updation for unit level reporting

- To ensure customer deliverables within turnaround time and to ensure customer empathy, education, proactiveness and high standards of quality and service par excellence towards customers as per Industry standards

- Ability to handle Key Corporates - as the client span is for FMCG, Retail, Telecom, IT, Pharma, FI Banks, MFs, Insurance, Broker Dealer etc

- In addition to the MI SM portfolio and supporting LIVE transactions, there is a demand for availability to monitor and facilitate important refund / write off transactions in client accounts

- Kirtiki prepares audit confirmations and GST reconciliation for the unit This involves reviewing exposure to each client and confirming the details to auditors upon client request

- Kirtiki also participates in the VOC remediation, where she reaches out to clients who have expressed their grievance over the VOC survey

Skills:

- Process and analytical skills with eye for detail and use systematic and creative approaches for problem solving

- Team players with strong relationship building skills to enable them to adapt to the dynamic business of

- Strong communication & interpersonal skill

Women-friendly workplace:

Maternity and Paternity Benefits

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