Customer Service Assistant

Key Responsibilities1. Query Management & Resolution

• Receive and log all queries, requests, and escalations from branches.
• Route queries to the relevant HO departments for resolution.
• Track the status of all open queries to ensure timely closure.
• Follow up with departments to meet agreed turnaround times (TAT).

2. Interdepartmental Coordination

• Serve as the communication bridge between branches and HO departments (Operations, Accounts, Compliance, IT, HR, etc.).
• Schedule and coordinate cross-functional discussions when multiple departments are involved in a query.

3. Documentation & Reporting

• Maintain a structured query tracker with status updates.
• Prepare and circulate periodic reports on query volumes, resolution times, and common issues to management.
• Highlight recurring issues for process improvement initiatives.

4. Communication & Support

• Provide timely updates to branches regarding the status of their queries.
• Ensure communications are clear, professional, and solution-oriented.

5. Process Improvement

• Identify bottlenecks and suggest improvements to reduce recurring queries.
• Assist in creating branch-facing FAQs, process notes, and knowledge-sharing documents.

If you want, I can also add:

• A sample RACI matrix (Responsible, Accountable, Consulted, Informed) to accompany these responsibilities.
• A simpleQuery Tracker template (columns: Query ID, Branch, Department, Category, Raised Date, Status, SLA/TAT, Owner, Last Updated, Resolution, Remarks).
• Suggested KPIs (e.g., average TAT, % queries closed within TAT, removal of recurring issues, branch satisfaction score).
• A quick-start checklist for onboarding new queries.

Job Types: Full-time, Permanent

Pay: ₹347,097.11 - ₹700,413.13 per year

Benefits:

• Health insurance
• Provident Fund

Language:

• English (Required)
• Hindi (Preferred)

Work Location: In person

Speak with the employer
+91 9145455734