Job Title: Associate - Customer Service & Complaints Management - Offroll (Teamlease)

Location: Mumbai

Experience: 1-5 years (Customer Service, Escalations, Contact Centre Operations)

Industry Preference: Mutual Funds / BFSI / Contact Centre / BPOJob SummaryWe are seeking an experienced Associate - Customer Service & Complaints to oversee multichannel customer interactions, manage escalations, and drive customer satisfaction initiatives. The ideal candidate will have handson experience in Mutual Fund customer service, complaint resolution, inbound/outbound operations, quality checks, RCA, and team leadership. The role requires a robust customercentric approach and the ability to improve service levels, reduce repeats, and enhance endtoend customer experience.Key Responsibilities1.

Complaint & Escalation Management

- Act as Single Point of Contact (SPOC) for all complaints received through Inbound, Outbound, Email, and CSAT channels.
- Handle Level2 and seniorlevel escalations including those raised to Head of Customer Service, VP Operations, and Social Media teams.
- Conduct root cause analysis (RCA), identify gaps, and propose corrective & preventive actions.
- Ensure 100 percent TAT adherence for complaint closures and customer callbacks.
- Perform quality checks to prevent incorrect or incomplete complaint logging.
- Identify repeat complaints and implement measures to reduce recurrence.

2. Inbound Contact Centre Operations

- Monitor RTM dashboards and ensure Service Level (SL) achievement.
- Provide floor support, mentoring, and realtime assistance to agents.
- Manage Inbound Repeat Desk to ensure zero escalations and minimize repeat cases.
- Set up and supervise New Investor Desk to support lead generation and accurate guidance.
- Drive adherence to SOPs and ensure timely customer callbacks.





3. Email Support & Query Management

- Ensure 90 percent TAT compliance for email responses within 24 hours.
- Review email cases for accuracy, resolution completeness, and repeat pattern analysis.
- Implement process improvements to lower unresolved or recurring email queries.

4. Customer Experience (NPS & CSAT)

- Analyze customer dissatisfaction trends and identify improvement opportunities.
- Conduct outbound calls to detractors to understand issues and recover service experience.
- Facilitate CSATbased coaching, feedback sessions, and refresher training for agents.

5. Reporting & MIS

- Prepare accurate weekly and monthly reports including:

- Complaint categories

- TAT performance

- Agent productivity

- Repeat complaint analysis

- Inbound SL performance
- Publish MIS dashboards for leadership and provide insights for decisionmaking.

6. Training, Quality & People Management

- Conduct regular knowledge refreshers, mock calls, quality audits, and policy updates.
- Monitor agent performance and drive improvement through coaching.
- Manage team motivation, attendance, and attrition control.
- Ensure complete compliance to SOPs, regulatory guidelines, and quality standards.

Required Skills & Competencies

- Strong knowledge of Mutual Fund processes and customer service guidelines.
- Expertise in complaints management, escalation handling & RCA.
- Proficiency in MS Excel, PowerPoint, CRM tools.
- Excellent communication, problemsolving, and decisionmaking skills.
- Ability to analyze data, identify trends, and implement process improvements.
- Team leadership, coaching, and people management capabilities.
- Knowledge of SL Management (90:30 / 90:10), TAT Management, and quality frameworks.

Education

- Bachelor's Degree in Commerce (B.Com) or equivalent.

📌 Customer Service & Complaints Management - Offroll (Mumbai)
🏢 SBI MUTUAL FUND (SBIMF)
📍 Mumbai