Customer Relationship Management Officer - Housing
Tata Capital Finance Ltd
Work from Office
Full Time
Min. 1 yearJob Description
Officer - CRM - Housing - CRM - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM
10912
· 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
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