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  • 10 - 15 Years
  • Posted : 29 days ago

Job Description:

We have been retained by our client, a well-established, professionally managed Analytics Company to identify an Assistant Vice President-Consumer Services (Escalations) The position is based at Mumbai

Job Purpose

Responsible to bring order, structure, and focused management attention to the customers problems in order to gain complete consumer satisfaction

To manage the escalations in order to resolve customer complaints effectively within the TAT and adhering to compliance norms

Key Responsibilities

- Identifying, analysing, and initiating the escalation process in the organization based on the escalation criteria specified by the organization

- Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process

- Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly

- Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies,

- Assuring the teams availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation

Desired Skill and Knowledge

- Problem solving ability

- Meeting service level agreements

- Ability to work under pressure

- Proven analytical and problem-solving skills

- Excellent verbal and written communication skills

- Strong customer focus and a good telephone manner

- Confidence and good business sense

- Leadership skills and the ability to motivate and develop staff

- Confidence and good business sense

- Ability to manage change

- Team Player

Candidate Profile

Candidates must be Graduate or MBAs from premier business schools with 10 years of relevant experience in Consumer Service - Escalations in BFSI sector

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 21st Mar 2020

Key Skills:

Company Profile:

Not Mentioned

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