Customer Service Executive

4 weeks ago

Navi Mumbai Mumbai City Mumbai, India Skillventory Full time
Job Description

We are seeking a Customer Service Executive with experience in the investment or financial services sector. You will be responsible for ensuring a seamless customer experience across digital and assisted channels, managing call routing, and coordinating with customer support executives to deliver high-quality service. This role requires the ability to track and resolve customer complaints, analyze support data to improve efficiency, and implement strategies to enhance customer satisfaction and retention.

Roles & Responsibilities:

- Customer Interaction: Ensure a seamless customer experience and drive client satisfaction across digital and assisted channels. Manage and optimize call routing and customer engagement.
- Issue Resolution: Track and resolve customer complaints, queries, and feedback within defined SLAs. Coordinate with internal departments (operations, product, compliance) to resolve issues efficiently.
- Service Delivery: Coordinate with customer support executives to ensure high-quality service delivery.
- Performance Improvement: Analyze support data to improve call handling efficiency and reduce response times. Implement strategies to enhance customer satisfaction and retention.
- Reporting & Training: Prepare regular MIS, customer insights, and call performance reports. Conduct periodic customer satisfaction surveys. Train the team on product knowledge, soft skills, and the usage of support tools.

Skills Required:

- Experience in the investment or financial services sector.
- Hands-on exposure to Ozonetel, IVR platforms, and CRM tools.
- Strong analytical skills to analyze support data and identify areas for improvement.
- Excellent communication and problem-solving skills to resolve customer complaints and coordinate with internal teams.
- Knowledge of BFSI regulations related to customer handling.
- Ability to train and mentor team members.

QUALIFICATION:

- Bachelor's degree in Business, Finance, or a related field, or equivalent practical experience.

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