Senior Executive - Value Servicing, Nodal Desk

Resolving complaints / escalations received through different channels - CEO ID, Customer Service head ID and Nodal ID through calls and emails.

Responsible for providing best possible solution to end pending customer Issues and ensure wing to wing closure.

Ensure daily productivity metrics achievement with customer centric approach.

To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions.

Navigate multiple personal computer, business, e-mail and web applications easily and proficiently while engaged in inbound telephone calls. Cases require analyzing, explaining and answering internal and external customer questions, requests and resolving their product, billing and service concerns efficiently and professionally.

To proactively highlight issues and process improvement to reduce escalations

Deliver optimum productivity with Quality response
Planning and implementation at Inventory management and maintain service level components

Good Team management skills

Excellent, professional phone and communication skills - interpersonal, verbal, and written with the goal of influencing outcomes.

Must be able to build positive, productive relationships with customers and team members.

Excellent listening, trouble shooting, problem solving and analytical skills with ability to resolve conflict effectively.

Strong organization, time management, and multi-tasking skills.

Self-starter with ability to work independently.

Graduate / Post Graduated with 5-7 years experience in credit card industry.

Complaints handling / Process improvement experience in customer services /

2 years experience in handling similar profile would be added advantage.

Same Posting Description for Internal and External Candidates