Customer Service Lead

The customer service lead is a senior level position overseeing and managing incoming calls, customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction for credit cards.

Responsibilities:

Taking ownership of customer service issues and ensuring that the issues are closed within defined TAT with satisfactory resolutions Improving customer service experience and creating a database of engaged customers for increasing the sales of the credit cards Develop and drive customer service procedures, policies, and standards in line with the policies of the Bank and to ensure seamless customer experience Ensure the storage of correct records and proper documentation of the customer service actions and discussions Reviewing the overall tagging criteria related to requests, queries, and complaints of credit cards.

Updating the platform on regular basis to add, modify, or remove certain tagging based on the business requirements Analyze the statistics and compiled accurate reports and represent to the relevant stakeholders Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment Reviewing and ensuring adequate tools are available for customer service.
Identifying new tools as per business requirements.

Control resources and utilize assets to achieve qualitative and quantitative targets for both inbound and outbound tele-callers for redressal of customer grievance and cross-sale of other banking products Balance the composition of the team and maintain attrition at low levels.

Closely working with business team to define the service TATs related to credit cards and reviewing the adherence to the TATs with the team on periodical basis.
Additionally, maintain an orderly workflow based on priorities defined for credit card functions Ensuring root cause analysis is conducted for each of the customer service issues and appropriate report is maintained of such issues Adhere to and manage the approved budget for the team Ensure the queries and concerns posted on social media and address them effectively in interest of the Bank Ensure timely delivery of the promotional and transactional SMS and emails