"Position Overview:
Position: Customer Service Investigator
Position Status: Full Time, Permanent
Hours of Work: Monday - Friday

Responsibilities:
Manage Escalations: Handle ongoing escalation cases to ensure prompt, effective, and productive resolution of customer issues.
Offline Queue Management: Ensure offline queues are managed within a 48-hour SLA.
Tracking and Reporting: Track reasons for escalations to assist in analytical processes and reporting.
Customer Solutions: Seek solutions to customer issues, acting as an agent and an advocate for the product.
Customer Liaison: Communicate with customers to gather further information, provide updates, and request documentation.
Cross-Department Collaboration: Liaise with all areas of the NTT DATA partnership to ensure thorough understanding and resolution of customer escalations.
Escalation Handling: Escalate concerns as appropriate and as requested by customers.

Requirements:
Experience: Minimum 6 months tenure working on the program.



Not applicable for resources hiring in India.
Customer Service Background: Experience in the credit card industry, particularly in customer service.
Escalation Handling: Previous experience in handling escalated calls is preferred.
Confidence: Demonstrate high confidence while dealing with escalated situations and customers.
Flexibility: Ability to think outside the box and provide individualized customer service tailored to specific issues.
Time Management: Excellent time management skills.
Feedback Acceptance: Open to constructive feedback from supervisors, operational leads, and team coordinators.
Efficiency: Ability to work well within limited timelines.
Communication Skills: Excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers.
Proactive Approach: Bias for action and proactive problem-solving.

"

📌 Banking Operations Associate Gurugram
🏢 NTT Data
📍 Gurugram