NCDEX - Senior Executive - Client Services - Customer Service Group (3-5 yrs)
Job Purpose:
This position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include motivating recognizing, training, and problem solving.
Additionally, the position is responsible for assisting the manager with the development, analyses and implementation of staffing, training, scheduling and reward and recognition programs.
Key Accountabilities:
- Manage team and drive projects.
- To conduct Training for new Members covering System, Operational and Compliance aspects.
- Internal and External Training on new systems or software introduced by the Exchange.
- Resolution of Queries & Complaints
- Handling first level escalation calls
- To collate suggestions & feedback received from the members and take up with HOD/relevant departments for implementation if feasible.
- Creation of weekly and monthly roster
- Monitoring call queues for optimizing performance and service level
- Call /Email Quality monitoring and providing feedback to team members
- Creating and updating Process Manuals for all the processes handled by the team.
- Ensuring that all the documents and request are processed within stipulated timelines.
- Ensuring compliance with the defined process.
- Maintaining Records as per the company's policy
- Conduct periodic internal audit and facilitate Audit of records by External Auditors.
- Assist manager with the performance appraisal process.
- Require Team leading quality.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
