To manage customer queries and requests received through email channels by providing accurate, timely, and quality resolutions within defined service levels. The role requires effective stakeholder coordination to ensure a seamless customer experience.
Key Responsibilities
- Respond to customer queries and requests through email and digital channels.
- Provide accurate resolutions within defined TAT and quality standards.
- Coordinate with internal teams and external partners for closure of customer concerns.
- Ensure adherence to productivity, SLA, and quality targets.
- Deliver first-time-right resolutions and minimize repeat customer contacts.
- Maintain updated knowledge of products, policies, and processes.
Key Performance Indicators (KPIs)
- Productivity Targets
- SLA / TAT Adherence
- First Response & Resolution Timeliness
- First Time Resolution (FTR)
- Quality Scores
- Customer Satisfaction (NPS)
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📌 Customer Service Manager (CED)_GCorp (India)
🏢 Financial services
📍 India
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