Customer Experience Center Officer

CEC Officer - Correspondence - Retail Assets-Customer Experience Center-Customer Service

Job Role

• Handling concurrent customer queries / complaints primarily for the loans.
• Adhere to agent-level Service Level Agreement (SLAs) specific by the process
• Ensure adherence to AHT (Average Handling Time)
• Complete the logs specified by the process (End-of-day target)
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process 
• Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance 
• Provide inputs to improve work procedures that can enhance overall team performance.
• Need to provide end to end resolution to the customer complaint received at grievance or Nodal channel.
• Need to do out calling while resolving the customer queries or complaints.

Job Description

• Graduate
• Need to be having a good product knowledge about the loans
• At least 18 months to 3 years of experience in loans or should be in customer service role.
• Excellent communication skills – Verbal & Written
• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
• Flexible to get scattered 8 Week Offs in a month.
• Good writing skills and strong communication abilities.
• Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
• Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers