10687
Core Responsibilities:
· 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
· Call center management
o Monitor customer communication routed through Call center and review service quality of call center vendor
o Conduct periodical updates with respect to policy and process changes with the Call Center
· Manage communication/system changes having direct customer impact
o Review system/portal changes having impact on customer and monitor and plan all system generated communication to customers
o Manage the operation delinquency voice process
· Team Management
o Ensure manpower planning and team management
o Provide training for the team members and provide process updates and ensure high motivation and engagement levels of team members
o Drive customer centricity and sensitivity across the team
· Build and facilitate business retention process
· Help resolve all audit queries and support business activities(With respect to Customer Communication)
· Provide analysis of reports and records and maintain monthly customer service reports/MIS
Graduate Yes
Masters/Postgraduate: Optional
Desired Experience: 6-8 years of experience in customer service/quality/retail assets
Tata Capital Limited is a subsidiary of Tata Sons Limited. The Company is registered with the Reserve Bank of India as a Core Investment Company and offers through itself and its subsidiaries fund and fee-based financial services to its customers, under the Tata Capital brand.
As a trusted and customer-centric, one-stop financial services provider, Tata Capital caters to the diverse needs of retail, corporate and institutional customers, across various areas of business namely the Commercial Finance, Infrastructure Finance, Cleantech Finance, Wealth Management, Consumer Loans and distribution and marketing of Tata Cards. Tata Capital has over 500+ branches spanning all critical markets in India.
