Customer Service Investigator

1 day ago

Gurugram, India NTT DATA, Inc. Full time

NTT DATA- Hiring for Customer Service Investigator in Gurgaon

Interested candidates may share your CV on whatsapp @

Position: Customer Service Investigator
Position Status: Full Time, Permanent
Hours of Work: Monday Friday EST - 8 AM to 5 PM

NIGHT SHIFT 6 PM TO 3 AM IST

Banking Operation

Position Overview:

The Customer Service Investigator (CSI) acts as a liaison between the customer and the various functional areas of the NTT/Presidents Choice Financial Mastercard partnership. Working with these functional areas in an offline capacity, CSI is responsible for managing ongoing escalations by creating action items and SLAs for various factors within the organization to ensure timely and effective resolution of customer issues, based on both the standard operating procedures of the program and the ability to flexibly apply subject matter expertise into creative, customer-friendly decisions to resolve customer issues. Candidates should be experienced with the PCB Brand with strong program knowledge.

Responsibilities:

  • To manage ongoing escalation cases to ensure prompt, effective and efficient resolution for customer issues on the Presidents Choice Financial MasterCard
  • Manage offline queues to ensure that they are within 48-hour
  • To track the appropriate reason for these escalations, which assists the analytical processes and reporting regarding customer
  • To seek solutions to customer issues, as an agent of the Presidents Choice brand and an advocate for the
  • To liaise with customers for further information, to provide updates and to prompt for
  • To liaise with all areas of the PCB/NTT DATA partnership to ensure a thorough and complete understanding and resolution of any and all customer
  • To escalate concerns, where appropriate, and as requested by customers

Requirements:

  • 1-2 Years of Customer service background, with experience in the Credit Card industry.
  • Previous experience with handling escalated calls preferred.
  • Demonstrate a high level of confidence while dealing with escalated situations/customers
  • Flexibility in mindset and in approach to ensure individualized customer service catered to the specific customer issue or need at hand; ability to think outside the box to achieve resolution.

Interested candidates may share your CV on whatsapp @

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