Customer Exp Officer |NCFR|Phone Bkg

Job Description :

Query Resolution & Call back ( NFCR cases): Resolving non-FCR queries of customers received at the Centre. Satisfactory resolution of all non-FCR queries. Contactability of the calls at a minimum of +0%. Target met for case closures within TAT. Ensuring timely call out/call back to customers by the dedicated team of Customer Experience Agents. Prepare weekly/daily plan for call outs to customers in order to adhere to define TAT. Ensure schedule adherence by team. Coaching and Feedback sessions for the team.Handling escalated complaints: Handle escalations on the call backs made for non-FCR calls. Satisfactory resolution of escalations. Minimal escalation to next level.Provide satisfactory resolution to customers & creating a good rapport with customersAudit & Compliance guidelines: Ensure adherence to Audit Compliance guidelines on complaints. Nil Exceptions on resolution & Call Out related processes as defined. Assess through periodic checks.Sales Productivity Drive cross-sell on call backs made by Customer Experience Officers. Meet target sales productivity for the team handled. Monitor team on cross-sell activity carried out.Call Quality & Training/Coaching: Provide adequate training and refreshers to ensure that the concerned agents are thorough in the product/query resolution/cross sell. Training sessions as defined met. Carry out VOC on sample cases in order to assess customer feedback. Zero tolerance on complaints / calls handled.Team Management: Team building and motivation -Building the team in terms of service / sales / quality culture, by leading by example. Motivated team of agents focused on the defined goals. Minimal attrition and unplanned absenteeism. Motivating personnel towards sustained achievement of performance standards and Unit goals and ensuring minimal attritionAdministrative, Compliance & Personal Efficiency: Ensure all laid down system and process guidelines as stipulated by Audit and Senior Management are followed Ensure self and staff discipline (Late Login, Unscheduled Offs) Adherence to Banks policies /guidelines. Back up Responsibilities Ensure role of back up. Ensure leave planning and backups.Staff Management Ensure that all staff is adequately trained on the Products of the bank and process. Monitor Staff productivity and give guidance on improving the same in conjunction with the UH. Ensure that all staff is sent for class room training on a regular basis. Ensure that nominated staff attends training sessions, without fail. Staff is encouraged to leave Branch by 7:30 p.m. daily.

Skills

Banking Product & Process Knowledge

Team Management.

Communication.

Ability to develop a set of team.

Sales and Influencing Skills

Planning and Organizing Skills

3.00-5.00 Years