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Deutsche Bahn AG
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Customer Service Analyst

Customer Service Analyst

Deutsche Bahn AG

1 - 5 years

4 - 8 Lacs

Chennai

Posted:4 hours ago| Platform:

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Skills Required

Administration Analytical Customer service Training and Development Customer complaints Operations Corporate security Customer Service Analyst Monitoring Auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Description:

Job Title: Customer Service Analyst

Location: Chennai, India

Role Description

The Client Service Analyst is responsible for assisting with client issues proactively, efficiently and to the satisfaction of the client, within assigned portfolios.
Typically working under the guidance of the Client Services Manager and/or Client Services Specialist, they provide administrative and analytical support in the daily administration and coordination of assigned clients/accounts; servicing of client enquiries, escalation of client issues, the administration of client service issues including SLAs, preparing client reporting, in some cases assisting with on-boarding activities for new and existing clients and working with Operations to ensure products/services are set up for their client base.

What we ll offer you

As part of our flexible scheme, here are just some of the benefits that you ll enjoy

Best in class leave policy
Gender neutral parental leaves
100% reimbursement under child care assistance benefit (gender neutral)
Flexible working arrangements
Sponsorship for Industry relevant certifications and education
Employee Assistance Program for you and your family members
Comprehensive Hospitalization Insurance for you and your dependents
Accident and Term life Insurance
Complementary Health screening for 35 yrs. and above

Your key responsibilities

Provide Service and Operations support to the branch customers
Ensure that DB standards with respect to Customer Service, Compliance, Operations and Corporate Security are adhered to
Ensure total compliance of al regulatory and compliance guidelines (both internal and external)
Single point contact for Branch Operations and Service

Operations Representative at the Branch Service

Manage all Branch Customer service related activities
Ensure that all branch transactions are processed accurately and timely.
Responsible for maintaining customer complaints/request records at the branches
Responsible for Overall Customer Service at the branch. Measured through
- Customer complaints pertains to the branch
- Service Request Pending
- Other source of information such as customer service survey

Your skills and experience

Operations and Controls

Manager all Operations related activities at the Branch
Gate keeping for account opening, Demat Account opening , Insurance and Investment forms
Suspense Account Monitoring
Daily Report Monitoring
KYC Regularisation and KYC Renewal monitoring
Minimize /control Ops Loss
Conduct training for Sales/Frontline staff on KYC and other key operational processes
Dissimilation of Key Operational circulars to the front office staff
Responsible for ensuring Fee/Charges from customers are levied for transactions processed at the branches and any exceptions are reported
Ensure satisfactory audit rating in all internal as well as external audits

Business Support

Source leads/referrals from walk-in / existing customers and minimize time lag between referral & closure of business
Ensure achievement as per Service Score Card on deepening the non-qualified customers through customer contact management
Structured service call for all the new to bank customers and qualified / non-qualified customer base

Cost

Ensure that Branch Ops and Service related costs are kept as per the budget
Continuously review cost to ensure cost rationalization is done in terms of Vendor and People Cost.

People

Training and Development of Ops and Service Resources

How we ll support you

Training and development to help you excel in your career
Coaching and support from experts in your team
A culture of continuous learning to aid progression
A range of flexible benefits that you can tailor to suit your needs

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