This role is a key component in driving excellence, in line with customer satisfaction and service delivery. The position will require a passion and knowledge for home, consumer electronics and concierge markets. This position will work closely with the Senior Manager to ensure consistency across all contracts regarding updates and procedures.
Maintain key accountability for team member performance, identifying and developing strengths and opportunities for improvements. Grow, develop the team and motivate individuals.
Monitor call traffic patterns and deploy resources appropriately to meet service targets, including manage team work roster arrangements and resources planning.
Generate and prepare reports on a monthly basis and as and when needed. Foster a team environment in line with company code of conduct and ensure that overall behavior expectations are met.
Develop a customer service focus environment and to pass on best practice to the team.
Provide guidance and support to team members in service delivery and daily operations, resolve complex enquiries and handle complaints escalated from team members effectively.
Ensuring the team meet the Service Level Agreement and exceed customer expectations.
Ability to problem solve in a professional and effective manner.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases