Unit Manager - Debt Management Services ...

4 - 6 years

6 - 8 Lacs

Pune

Posted:9 months ago| Platform: Naukri logo

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Skills Required

team management service management customer service grievance management incident management project management written and oral communication presentation skills problem management change management employee engagement itsm service delivery itil

Work Mode

Work from Office

Job Type

Full Time

Job Description


Job Purpose
"This position is open with Bajaj Finance ltd."Duties and Responsibilities
Duties and Responsibilities:
  • Responsible for team management of DMS/Service call center.
  • Responsible for Quality check daily on daily basis, Ensure timely resolution of FTR/NFTR queries and Parent closure with Email communication.
  • Ensure process to be executed as per SOP
  • Responsible for Customer complaint understanding and resolution with help of service and/or Collections Team
  • Responsible for timely response to customer queries / complaints and resolution as per defined SLA
  • Will be required interact with customers as Service executive
  • Will be front face for Collection Complaints Management across channels
  • Responsible for co-ordination with COE & DMS team for ongoing Process changes
  • Accountable to capture customer interaction summary in CRM System and tag the complaints under matching categories
  • Accountable to interact with Service, Collections
  • Accountable to resolve customers queries and pacify them with service pitch
    Required Qualifications and Experience
    Required Qualifications and Experience:
  • A minimum of about 4 years experience in same field and overall,
  • Experience of team management in a Call Centre
  • Strong knowledge of Customer Grievance Management
  • Prior experience of work in Customer Service / Insurance Service will be added advantage
  • Strong written and oral communication skills required along with the ability to tailor communication style both technical and non-technical audience
  • Postgraduate from a reputed Institute will be added advantage
  • Interest and passion to work with highly aggressive team
  • Conviction and ability convincing others

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