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Avanse Financial Services
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Hiring For Customer Service Executive

Hiring For Customer Service Executive

Avanse Financial Services

2 - 6 years

3 - 5 Lacs

mumbai mumbai suburban mumbai (all areas)

Posted:13 hours ago| Platform:

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Skills Required

customer service grievance handling customer support complaints resolution legal customer queries grievance management query resolution

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are hiring for Customer Services Executive

Role

Reporting to

Place of Posting

Geographical Remit

Job Purpose

Responsible for seamless customer service and complaint management through contact center and collaboration with stakeholder departments

Key Responsibilities

Manage customer service and complaint management for the organization through call center and coordination with stakeholder departments
Enhance customer experience across the lifecycle through service and complaint resolution frameworks
Timely resolution of customer grievances
Handle escalated complaints including ones from senior management, regulator, social media etc.
Coordinate with Legal / Compliance departments in resolution of regulator complaints
Driving Adoption and Penetration of new Capability Builds (technology and others)
Call Centre Management (SLAs, Resourcing, SOPs, Training etc.)
Process management at Call Centre (implementation, monitoring, re-engineering inputs) with specific objective of improved productivity
Continuous engagement with partners (call center / vendors) for performance outcomes, deliverables, improvements

Key Deliverables

Customer Experience Score
Business Metrics upkeep of service and complaint SLAs
Process Excellence ongoing review for process adherence, inputs for re-engineering and implementation
Trainings programmes coverage of topics and employees
New CRM implementation timely completion and training of customer engagement + operations teams

Required Experience:

Min 2 years experience in similar role
Relevant experience in BFSI industry
In-depth understanding of loans / retail lending

Educational Qualification

Graduate / Post Graduate in any stream

Technical Competencies

In-depth knowledge of CRM
Hands on knowledge of MS Office
Should have prior experience with managing complaints including escalations

Behavioral Competencies

Customer Centricity
Execution Focus
Collaborative Approach
People Excellence

Personal Attributes

Excellent written and verbal communication
Good interpersonal skills
Able to multitask
Willingness to learn and ability to upgrade ones skills regularly

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