Chat

iimjobs

jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
05/01 Salman Ahmed
Recruiter at Ryte4u Solution

Views:852 Applications:218 Rec. Actions:Recruiter Actions:18

Head - Customer Service - Contact Centre (13-15 yrs)

Bangalore Job Code: 1201954

Job Description

Position / Job Title Head - Customer Service

Function - Contact Centre

Reporting to COO

Location Bangalore Corporate Office

Job Description:

Key Responsibilities (What to be Done)

- The candidate will be responsible for ensuring best in class customer service at all channels.


- Customer Service - Work with front end branch teams to improve the quality of customer service

- Facilitate the training and other needs of customer facing staff

- Manage the NPS exercise for the bank including deciding on the sampling, mode of feedback and so on.

- Analyze the NPS and customer feedback at a bank level and ensure that the shortcomings, suggestions are being worked upon

- Work on other tools to understand quality of customer service, like mystery shopping

Customer Complaint Mgmt:

- Track and close the customer complaints reported to RBI, PMO, nodal officers, sr mgmt.

- Ensure Resolve and dissolve approach i.e. ensuring temporary and permanent fixes for all gaps encountered

- Work with business and other stakeholders to ensure that the gaps highlighted in field processes, systems etc are also fixed

Call center:

- Supervise the call center and deliver on contact center metrics

- Drive service to sales from contact center

Others:

- Responsible for managing the bank level customer service committee governance

Educational Qualification and Experience level

MBA:

Behavioral competencies:

- Must have good understanding of various processes in the bank

- Be an outstanding and persuasive communicator - written and spoken

- Good internal & external networking skills

- Solicit and accept feedback and alternate points of view

- Demonstrate creativity and ability to work with various stakeholders

- Strong Interpersonal skills & Team management skills

- Critical thinking & problem-solving skills

- Self-motivated, pro-active and demonstrate exceptional drive towards delivery

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.