Key Responsibilities
- End to End closure of customer email/ Grievance
- Coordination with respective team for closure of the cases
- Coordination with departments and sharing of RCA
- Monthly presentation of MIS/PPT
- Preparation and Updation of SOP’s
- Process improvement
- Handling cancellation process
Key Performance Indicators
Technical Skills:
- Resolution of customer escalations & Complaints within TAT
- RCAs and Improvement in the processes to control escalations
- Improvement in customer request resolution %
- Cancellation of cases within TAT