Head | Customer Service | Retail |10|20 yrs|
Job Description -
Key Responsibilities -
- Managing Customer Service function through all channels
- Ensure all customer Request / Queries / Complaints are addressed within time limits
- Build 'customer first' approach for the business, including with the outsourced partners
- Ensure all tools like personal interaction, telephonic interaction and digital and written communication are used to reach the customers effectively
- Design and implement measurement tools for customer service experience and provide periodic reports to senior management
Skill Sets:
Functional Skills:
- Must have worked in the operations functions in a retail lending institution
- Should understand the accounting principles, borrower ledgers, banking rules and regulations related to retail assets
- Should be comfortable with technology
- Meticulous in working and maintaining record.
- Must have handled large volumes
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Key Responsibilities -
- Managing Customer Service function through all channels
- Ensure all customer Request / Queries / Complaints are addressed within time limits
- Build 'customer first' approach for the business, including with the outsourced partners
- Ensure all tools like personal interaction, telephonic interaction and digital and written communication are used to reach the customers effectively
- Design and implement measurement tools for customer service experience and provide periodic reports to senior management
Skill Sets:
Functional Skills:
- Must have worked in the operations functions in a retail lending institution
- Should understand the accounting principles, borrower ledgers, banking rules and regulations related to retail assets
- Should be comfortable with technology
- Meticulous in working and maintaining record.
- Must have handled large volumes