Senior Customer Service Specialist - Grievance Redressal for Retail Asset Products

Sky Service Grievance Redressal - SME-Sky Channel-Customer Service

As a Sky Service Grievance Redressal SME, you will play a vital role in maintaining customer satisfaction and trust. Your expertise will be leveraged to provide accurate and timely responses to customer inquiries, ensuring a seamless and positive experience. You will collaborate with various teams to identify and address customer pain points, contributing to the overall improvement of our customer service processes.

• Handle customer queries and grievances related to retail asset products, ensuring a prompt and satisfactory resolution.
• Provide accurate and detailed responses to customer inquiries, demonstrating a deep understanding of retail asset products and services.
• Collaborate with internal teams, including operations, legal, and product development, to escalate and resolve complex customer issues.
• Maintain a comprehensive knowledge base of retail asset products, staying updated with any changes or new offerings.
• Conduct regular reviews of customer feedback and grievances to identify trends and areas for process improvement.
• Ensure compliance with regulatory requirements and internal policies when handling customer grievances.
• Document and track customer interactions, maintaining a high level of organization and attention to detail.
• Provide training and support to junior team members, fostering a culture of knowledge-sharing and continuous improvement.
• Participate in cross-functional projects aimed at enhancing the customer experience and streamlining grievance redressal processes.

• A bachelor's degree in a relevant field, such as business administration, finance, or customer service.
• Minimum 3 years of experience in a customer service role, preferably in the banking or financial services industry.
• Strong knowledge of retail asset products, including loans, mortgages, and investment options.
• Excellent communication and interpersonal skills, with the ability to build rapport and effectively manage customer relationships.
• Analytical mindset with problem-solving abilities, enabling efficient resolution of customer queries and grievances.
• Proficiency in using customer relationship management (CRM) systems and other relevant software tools.
• Ability to work independently and manage multiple tasks simultaneously, ensuring timely response to customer inquiries.
• Strong attention to detail and a commitment to maintaining high standards of customer service.
• Willingness to continuously learn and adapt to new processes and technologies.
• Fluency in English and any other regional languages is an added advantage.

Experience Level

Senior Level