Executive - Customer Service

A Position Overview

Position Title

Executive - Customer Services

Department

Customer Service Operations

Level/ Band

Asst Manager

Role Summary:

B Organizational Relationships

Reports to

Manager

Supervises

Back End Servicing

C Job Dimensions

Geographic Area Covered

Stakeholders Internal

External

D Key Result Areas

. Work and respond on customer emails

. Liaison with different departments on Policy Servicing request processing

. Preparing MIS related to process and share with stakeholders

. Working on Escalation cases and close looping with customer (Non Voice )

. Find means to improve /automate process

. Ensuring quality resolution

. Ensuring adherence to processing TAT

G Skills Required

Technical

Behavioral

Essential

Desired

Interpersonal skills

Communication skills

Yes

Creative thinking skills

Yes

Supervising/Leadership skills

Yes

Teamwork Skills

Yes

Influencing skills

Yes

Relationship Building skills

Yes

Decision making skills

Yes

H Incumbent Characteristics

Essential

Desired

Qualification

Graduation

Post-Graduation

Experience

Industry preference - Banks, Telecom, Insurance, E-Commerce, NBFC

Experience in Service / Sales/ Operations mgmt. with 3-5 years in backend processing

Experience in operations management

A Position Overview Position Title Executive - Customer Services Department Customer Service Operations Level/ Band Asst Manager Role Summary: B Organizational Relationships Reports to Manager Supervises Back End Servicing C Job Di

Skills: Customer Service, Operation Management, Mis Reports

Experience: 3.00-5.00 Years