Divisional Customer Service Officer
Equitas Small Finance Ltd
Work from Office
Full Time
Min. 2 yearsJob Description
Divisional Customer Service Officer
- Issue Resolution: Handle escalated customer queries, disputes, and complaints. Provide prompt, professional solutions and manage escalations that require cross-departmental collaboration.
- Performance Monitoring: Oversee the service metrics (e.g., handling times, satisfaction scores) of the frontline staff within their specific division.
- Process Optimization: Identify bottlenecks in the customer journey and propose actionable improvements.
- Relationship Management: Build trusting relationships with key accounts and high-value clients to maximize retention.
- Training & Coaching: Provide ongoing guidance to local customer support teams regarding product knowledge, company policies, and soft skills.
- Reporting: Compile regional feedback and generate data-driven reports for upper management.
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