Job Description:

Major purpose of the job
1 The role requires the individual to ensure that escalations received from Nodal is owned
2 Requires the individual to ensure that the team proactively engage with the internal departments to ensurethat customer issues forwarded to them are addressed
3 Required to actively engage with other functions for issues with cross-functional dependencies and ensure aggressive/through follow-up to ensure that the issue is resolved end to end To ensure that all possible options or resolutions / solutions are considered and personally take authority to provide subscriber resolution by understanding the experience that the subscriber has gone through
4 Required to coordinate with Marketing to communicate relevant and appropriate information on twitter
5 Ensure that the team adheres to the Standards of SR and escalation handling where in the team members are required to record details of all transactions / follow up activities on Siebel, ensure adequate approvals/ supporting documents (subscriber / internal customer) are procured for SRs which require financial transactions and process credits / adjustments
6 Ensure that the team is involved and engaged by conducting regular daily briefings
7 Ensure that the team members are up to date on product offerings and new processes
8 Ensure that the team is informed of the daily progress and performance of self and the team to drive ownership and alignment to goals and KPIs
9 Ensure that the staffing is commensurate with the forecasted volumes
10 The role requires to ensure assignment of escalations for timely resolution, take forward RCA on trends and areas of improvements
11 Ensure the end of day trackers and reports are sent on time
12 Review performance and ensure that the KPI deliverables of Productivity, SLA, Quality are met
13 Ensure adherence to the SOPs of escalation management where the team members respond back to customers after the resolution with detailed responses on the issue faced, queries asked and solution provided
14 Identify complaints updated on online social networking sites, web forums, chat groups and complaint portals and initiate resolution of subscriber issues proactively
15 Do a detailed study of escalations to identify gaps in processes leading to escalations and take forward initiatives to plug gapsMaintain and publish the escalation tracker with pertinent and accurate information that enables management decisions and process improvements to reduce subscriber pain points
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Profile Summary:

Employment Type : Full Time
Industry : Consumer Durables / Electronics
Salary : Rs 2.0 - 5 Lakh/Yr
Deadline : 09th May 2020

Key Skills:

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