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Customer Complaint Support Executive

2 months ago

Thiruvananthapuram, India I Mates Consultants Full time

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**Posted By**:I Mates Consultants | **Posted on**: July 20, 2023**:

- India Trivandrum
- 700000-1000000 RS
- 8-15

**Scope of the Role**: Responsible to Support RBB Customer Complaint management activities, RCA’s & complaint reduction initiatives in the assigned region being in the Head office.
- Supporting Customer Experience & Excellence activity prioritization.
- Drive initiatives towards improving quality o closures and resolutions provided by branches
- Drive Initiatives towards improving logging of customer complaints in CRM.
- Preparation & tracking of complaint MIS.
- Publish regular dashboards for complaint resolution activities
- Management insights and analysis on types of complaint, reasons of recurring issues
- Driving initiatives towards re classification / redirection of wrongly tagged complaints
- Timely submission of relevant MIS to Central RBCX team for actioning.
- Thorough Follow up on the RCA for each complaint for the region with an intent to identify the process, people or technology issues.
- Categorizing and identifying complaint attributable to staff behaviors and attitudes
- Seeking Concurrence from Respective CH/ ZH & BBH for executing the CMG decision grid
- Coordination with Cross Functional teams to identify the RCA and firming up any people related issues
- Timely submission of relevant input files to central RBCX functions for onward coordination with QIG
- Support follow up on queries related toa ny escalation by providing timely feedbacks to RBCX function and other stakeholders.
- Regional release of Caution memo & PLP deduction Monitoring
- Maintaining End to end MIS for the same.
- Issue Resolution & Managing escalation in day-to-day Customer Experience & Excellence operations.
- Work across teams and Collaboration and ability to get work done
- Ensuring seamless coordination for any escalation

**Skills**:
complains

customer service

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