Role Purpose
Responsible for resolving customer complaints/escalations through Internal Escalation Desk.
Role Accountability
- Resolve complaints / escalations received through different channels - Nodal, Principal Nodal Customer service head ID through calls and emails
- Achieve daily productivity metrics Quality targets, daily hygiene metrics achievement such as Nil Unscheduled leave, TTS completion
- Ensure adherence to SOPs while resolving customer escalations and coordinate with cross functions for necessary resolution
- Use judgement to raise exception servicing request on a case-by-case basis for better customer experience
- Ensure final resolution of customer escalations by coordinating with various departments as necessary and informing the customer of the final verdict in timely manner
- Drive customer retention by providing best in class customer experience
- Proactively highlight issues and process improvement to reduce escalations
- Ensure process documentation and compliance adherence