Primary Responsibility

Manage customer interactions at call centre effectively adhering to the guidelines & SOP and

C-Sat scores.

Monitor & review call centre operations ensuring service levels adherence.

Provide process and product training & refresher training to call centre team to ensure quality of interactions at all touch points.

Co-ordinate with regional SPOCs in resolving customer complaints.

Engage with readers and resolve escalations as per the process timelines.

Ensure reporting requirements of business needs are met as per timelines & support existing MIS deliverables.

Work towards process improvements through regular process reviews & corrective actions addressing process gaps, recurring issues.

Qualification - Any Degree ( Regular )

Experience - 3 to 6 Years

Customer Support Executive