Customer Service

Principal Accountabilities :

• Use of ERP/ customer service portal systems and applications of HHFL
• Analyzing customer complaints and providing RCA
• Identify process gaps and provide process suggestions and implement them within the specified period .
• Interpretation of complaints and deliver service quality to customers
• TAT of closing the closing should be maintained all times
• Co-ordinate with internal teams and ensure resolution is provided E2E
• Interpersonal skills
• Responsible for project assigned E2E
• Customer Correspondence knowledge through Email / Letters in principle with the operational / customer service background is a mandatory requirement.
• Handling Audit response and plugging the gaps.

Experience

• 10-15 yrs experience in operations and customers service
• Preference should only from Banking & NBFC industry candidates

Specific Skills

• A High Level of Professionalism.
• A Passion for Building and meeting organizational goals
• Ability to Gather Feedback and Provide Innovative Insight from the existing process to embark on operational efficiency
• Leadership & People management- Influencing people, Team work,
• Employee development, openness and transparency.
• To have Good knowledge in asset business mainly in operational background aligned with customer service . If customer service experience is not available still operational background is a must
• Total Quality Management & Process Improvement.
• Interpersonal Relations- Team work, Effective communication, Positive & Empathetic attitude, Presentability.
• Personal Effectiveness- Excellent written and oral communication, Advance PPT (presentation skills ) Positive and Empathetic Outlook, self Initiative and Commitment to deliver the assigned tasks on time
• Work Ethics- Ensuring Process and Protocols are maintained, Focus on Learning and continuous improvement, Achievement Orientation.