Officer - CRM - Housing - CRM - Mumbai - Lodha (I-Think Techno Campus) - JM (M1 - M3)

·   To monitor activity for Inbound, Outbound, Backend & Email processes and ensure call centre representatives follow the organization’s protocols.

Core Responsibilities:

o    Customer request/query/complaint management

o    Ensure rightful resolution of customer query and/or request within TAT/SLA

o    Drive process improvements to reduce complaints and increase customer delight

o    Coordinate and liaison across departments for resolution of complaints

o    Partner with Leadership team to enhance Customer Experiences by implementing successful call center programs

o    Identify, Recommend and Support the implementation of various programs for the improvement of call center Quality

o    Identify potential quality issues and initiate investigations in coordination with the leadership team

o    Meet  vendor call centre team weekly to review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues

o    Handling Customer Queries & meeting Deadlines on daily basis records related to customer, also prepare plan for Audit also.

o    Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience

o    Efficiently gather complete information to access and fulfill customer need.

o    Build and facilitate business retention process

o    Help resolve all audit queries and support business activities(With respect to Customer Communication)

Qualification: Graduate, Masters/Post Graduate - Optional