CEC Team Leader - Correspondence - Retail Liabilities-Customer Experience Center-Customer Service

Job Role

 

Ø  Handling customer queries / complaints for Retail Liabilities received from website or mailbox followed by email/Calls.

Ø  Adhere to agent-level Service Level Agreement (SLAs) specific by the process

Ø  Ensure adherence to time schedules (Turn Around Time)

Ø  Complete the logs specified by the process (End-of-day target)

Ø  Adherence to Information Security norms & quality process norms.

Ø  To be aware of and comply with any updates about the process

Ø  Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance

Ø  Provide inputs to improve work procedures that can enhance overall team performance

 

Job Description

Ø  Graduate

Ø  Minimum 5 to 6 years of relevant experience in servicing of financial products and at least one year in managing a team

Ø  Should be internet-savvy and active on social media.

Ø  Should be able to use social media tones.

Ø  Excellent communication skills – Verbal & Written

Ø  Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays

Ø  Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc

Ø  Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity

Ø  Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers