Job title : Customer Service & Experience Lead (Level 6 - 8) Years of experience : 8 - 12 years Qualifications : Graduate / Post Graduates in any field - Certifications in quality / project management will be an added advantage - Should have Previous experience in customer service or grievance management. Excellent communication skills (Clarity in thought and articulation), hands on working knowledge of Microsoft Office. Should have experience in managing a team size of 3+ Responsibilities : 1. Manage and mentor a team of customer service and relationship managers for ecommerce function 2. Manage inbound/outbound function of calling through relationship managers as well as handle email queries 3. Liaison with various teams/ departments for : a. Resolving customer complaints and b. Managing issuance for ecommerce function 4. Ensure adherence to TATs for resolving customer complaints 5. Identify service/ process gaps and suggest fixes 6. Analyze service interactions & lead discussions with process owners to highlight areas for improvement 7. Summarize information and prepare MIS/ reports so that relevant & critical information can be presented to senior stakeholders

Mumbai

ICICI Prudential - Lead - Customer Service & Experience 

ICICI Prudential - Lead - Customer Service & Experience  ,Job Description for ICICI Prudential - Lead - Customer Service & Experience  in ICICI Prudential Life in  Mumbai for (8-12) years of experience. Apply Now!

Job Description for ICICI Prudential - Lead - Customer Service & Experience  in ICICI Prudential Life in  Mumbai for (8-12) years of experience. Apply Now!