QRT

Airtel Payments Bank

1 - 6 years

1 - 4 Lacs

gurugram

Posted:-1 days ago| Platform:

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Skills Required

field work blended process handling customer queries escalations complaints voice process complaint handling email process chat process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Name:

Department:

Role Level:

Purpose of the Job

The team will be responsible for solving the service request and RBI reportable complaints received from various channels (Voice, Non-Voice, CGOs and ODR channel etc).

Each complaint will go through various stages which need to be validated end to end.

The team will follow the approved SOP for resolving the complaints at various stages and update the status of each complaint on CRM.

Responsibilities:

Effectively address and resolve Customer service request within define timelines.
Check Customer details before raising the issue with other stakeholders / respective teams for closure.
Ensuring proper validation before removing any block / freeze from customer account.
Collaborate with relavent stake holders to ensure timely resolution and continuos improvement of services
Timely highlighting the issues if any complaint and request goes out of TAT
Follow all RBI circulars related to complaint management
End-end closure of customer request and complaint on CRM
Responsible for quality communication and customer servicing as per the bank guidelines.
Ensuring Customer delight and consistent service experience.
Adherence to Information Security norms & quality process norms.
To be aware of and comply with all the updates related to the process.

Job Aspects

Role is 6months contractual basis, extension as per performance
Shift timing: rotational
Working days: 6days with rotational week-off
Work Mode: On-site

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