Manager - Operations and Service

Handling and resolving the Inbound calls from customers at Grievance Redressal Desk (GRO)
Resolving the GRO (Grievance Redressal Office) Voice Desk escalations received from the customers.
Handle inbound Calls and make outbound calls to customers.
Maintain good customer relations.
Understand the issues of the customers and provide timely resolution.
Engaging Liaison with internal teams to resolve the customer grievance on a satisfactory note.
Tagging of the escalation in CRM and keep a track of the progress of the case on daily basis.
Follow the customer service script provided by the company for uniformity.
Reporting of Escalations received to the vertical head on a daily/weekly basis.
Monthly Report and deck preparation of Escalations received

  Required Qualifications and Experience
Graduate/Post-Graduate with 3-4 years of experience with customer service and call centres in relevant job roles, preferably in banks and financial Services Industry.
Service orientation and should be Customer centric.
Hands-on expertise on MS-office and CRM tools.
Collaborative work style to engage with peers colleagues in other functions across the company.
Strong multitasking, time management, and target achieving skills
Should have good command over English and Hindi Language - and strong in written and verbal communication.
Should possess the following skill set - Excellent Communication Interpersonal Skills, influencing skills Problem solving skills.