Imperia-Service RM-Phonebanking

Role & responsibilities -

Customer Interaction & Query/Complaints Management:

* Call handling as per defined standards.

* 100% accurate resolution on Calls received at the Call Center. Error-free handling of requests/transactions on calls.

* Send response as per defined TAT in case any query is not resolved on the first call.

* Accurate logging and resolution of complaints. Complaint docket number (CDN) provided to customers for every complaint captured & ensuring Nil/ Minimal complaints by customers on improper / erroneous call handling.

* Ensure accurate capture of complaints related data provided by the customer - Error-free & on time logging of complaints

* Handle calls related to Hotlisting and reissuance of cards as per defined standards. Ensure error-free and prompt hotlisting of cards.

Best in Class Customer call Experience:

* High quality of Product/process knowledge to handle customer calls & achievement of defined call quality scores

* Self-scores on product quizzes in E-Process to be above benchmarks at 95%

* Sensitive objection handling ,especially with irate customers

* Judicious use of designated CAD

* Clarity of representation/escalating to seniors/inter dept when required to expedite /undertake deviations for customer resolution.

* In case of customer issues, highlight and ensure adequate service recovery measures are initiated

Audit & Process Compliance:

* Ensure adherence to process and Audit requirements.

* Ensure accurate and timely submission of financial transactions & requests.

* Ensure Error-free logging/recording of customer requests

* Adherence to set processes of updating customer interactions in CRMNext & ensuring timely updations of interactions in appropriate system

Schedule Adherence & Service Productivity standards:

* Consistently meet the service productivity standards The service RM needs to meet the service productivity standards as defined from time to time

* Ensure adherence to schedule and login times as applicable The Service RM needs to maintain service adherence

MIS Reporting

* To ensure accurate and timely reporting of MIS as prescribed The service RM needs to ensure timely and accurate reporting of defined MIS.