Job role - Call Centre/BIX/CEX
Call Centre
- Handle inbound and outbound customer calls, emails, and chat support.
- Resolve customer queries, complaints, and service requests within defined SLAs.
- Maintain accurate records of customer interactions in CRM systems.
- Escalate complex issues to relevant departments and ensure timely resolution.
- Monitor call quality and maintain high customer satisfaction scores.
- BIS
- Maintain and update customer databases and CRM systems.
- Generate daily/weekly/monthly performance reports.
- Analyze call centre metrics
- Identify trends and provide actionable insights to improve operations.
- Support automation and system enhancement initiatives.
- CEX
- Track and improve customer satisfaction
- Map customer journeys and identify pain points.
- Coordinate with cross-functional teams to enhance customer experience.
- Implement feedback mechanisms and process improvements.
- Drive initiatives to improve service quality and customer retention.