10687

Core Responsibilities:

· Customer request/query/complaint management

o Ensure rightful resolution of customer query and/or request within TAT/SLA

o Drive process improvements to reduce complaints and increase customer delight

o Coordinate and liaison across departments for resolution of complaints

· Call center management

o Monitor customer communication routed through Call center and review service
quality of call center vendor

o Conduct periodical updates with respect to policy and process changes with the
Call Center

· Manage communication/system changes having direct customer impact

o Review system/portal changes having impact on customer and monitor and plan
all system generated communication to customers

o Manage the operation delinquency voice process

· Team Management





o Ensure manpower planning and team management

o Provide training for the team members and provide process updates and ensure
high motivation and engagement levels of team members

o Drive customer centricity and sensitivity across the team

· Build and facilitate business retention process

· Help resolve all audit queries and support business activities(With
respect to Customer Communication)

· Provide analysis of reports and records and maintain monthly customer
service reports/MIS

Graduate : Yes

Masters/Postgraduate: Optional

Desired Experience: 6-8 years of experience in customer service/quality/retail
assets

📌 Manager - CRM - Housing - CRM - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM (Thane)
🏢 Tata Capital
📍 Thane