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· 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
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.
