Senior Executive - Customer Service

Job Purpose

• They are required to interact with customers on behalf of organization for various reasons answer inquires, and resolve complaints and provide Information and also oversee the work of junior members in the team.

Key Result Areas

1. Listen and respond to customers needs and concerns. Refer unresolved customer grievances or special request to designated departments for further investigation. Follow up to ensure that appropriate actions were taken on customers requests.

2. Ensuring compliance with SOPs/Circulars by self and team - Ensuring the process is managed/handled as per the SOPs/circular/Exchange guideline

3. Updating process manuals, defining new processes, etc.

4. Training team members on new processes as well as to improvising in existing processes

5. Oversight of work done by junior members in the team including quality check and training

6. Handling audits – process audits, regulatory audits, etc.

7. Handling system level changes by getting involved right from conceptualisation, development by tech team, testing and implemention.