Company Name: Leading Banking Sector

Job Location : Mumbai

Department : E-mail Management

Experience : More than 2 Year

Job Description:

Customer Focussed /accurate resolution on assigned emails :

- To read all mails carefully before responding to the customer to ensure customers requirement is correctly understood.

- To ensure accurate transfer of nfcr cases to QIG team.

- Respond to all queries raised by the customer to ensure complete resolution is given.

- Respond to customer queries with customer satisfaction as the prime focus.

- To refer cases to the floor manager / Unit manager wherever customer request is getting declined. To check for opportunities to fulfil customer requirement

Maintain 100% system adherence and accuracy :

- To capture all customer interactions in the system with complete information to ensure details are available for any future reference.

- Monetary reversals to be provided correctly, considering the customer profile, payment history etc. All commitments made to customers to be honoured and should avoid manual errors which will impact service delivery to customer

Timely resolution all customer E-mails :

- Respond to customer queries on the same day when mail is allocated. To ensure none of the assigned mails are left without the required action.

- To aim at first time resolution and to send holding responses only when details / resolution are awaited case an interim response is being sent to the customer, daily review of these cases is to be done and provide resolution to customers within the agreed timelines

- Identification of business opportunity and lead generation as per laid down process

- Post resolution of customer query, to identify the business opportunity for cross sell.

- To do the required mandatory checks prior to service call out.

- Make a service call out to customer to inform the query resolution. Post this, to cross sell other products of the Bank and generate leads

- On customer consent, to capture the lead accurately in the relevant systems with complete details.

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