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Team Lead-CXCG.Client Experience and Conduct-Customer Service
3-5 years
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
Team Lead-CXCG.Client Experience and Conduct-Customer Service
Mashreq Global Services
posted 11d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- To manage high-risk related queries and complaints handling end-to-end (Social Media, Regulatory, Head mailbox escalations, Staff related, Priority segments)
- Handle and resolve other escalated, unstructured & complex complaints in an effective and timely manner for all RBG, SME customers
- Ensure adherence to CB regulations and CPR (consumer protection regulation) standards in complaints handling
- To perform in-depth and true RCA (root-cause analysis) to get to the bottom of problems impacting our customers and thereby reducing complaints
- To maintain courteous, proactive and resolution-oriented relationship with all internal units/ departments of the bank in order to ensure complete resolution of customer complaints
- Conduct training and coaching to new joiners and existing staff to maximize their potential and ensure right resolution is given to the customers
- To visibly improve customer satisfaction scores and related survey results through complaint resolution
- Should be proactive and customer focused without compromising the bank s interest. Courteous and respectful in communication
- Able to manage and lead team
- Understanding complete Retail Banking, SME, Neo products, processes and systems
- Understanding of Regulatory / Central Bank regulations / standards
- Thorough knowledge of features and benefits of all products and services of the bank and a fast learner
- Working knowledge of all operating systems in the bank (CRM, flex, prime, BPM, etc).
- Excellent inter-personal and communication skills (written and oral) with ability to perform as a team player.
- Excellent analytical skills to enable resolution of complex problems.
- Excellent Negotiation skills to handle challenging customers and arrive at a satisfactory resolution
- 3 - 5 years customer service experience in banking
- Graduate.
- To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SOP
- To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points - CB, AECB, branches, MOL, emails, mails, phone banking and various channels
- Resolve/escalate all customer complaints assigned within agreed TAT
- Ensure 100% of the complaints are logged and updated on CRM before, during and after resolution.
- Maintain a strong follow-up with other units in order to ensure complete, proactive and accurate resolution of customer complaints.
- Identify systemic issues or problems and raise concerns that are identified as part of root cause analysis
- Maintain and track Technology issues and mass incidents reported
- Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. Provide constructive feedback on service quality aspects through first hand observations.
- Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.
- Participate in identifying opportunities, analyzing the root cause of problems and resolve them permanently in coordination with the process/product owners and review/ measure improvement in process/product
- Contribute towards team building and create positive energy to boost team s productivity.
Employment Type: Full Time, Permanent
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Mashreq Global Services Benefits
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