Chief Customer Advocate

3 days ago

Gurgaon, Haryana, India beBeeCustomerService Full time
Job Description

The primary role of this position is to provide exceptional customer service to Credit Card holders through inbound and outbound calls. The goal is to resolve customer inquiries, complaints, and queries in a timely manner while adhering to agreed Service Level Agreements.

This position requires strong communication and problem-solving skills to ensure that customers receive the highest level of service.

Key Responsibilities
  • Customer Servicing: Deliver top-notch customer experience by providing swift and effective solutions to customer inquiries and concerns.
  • Target Achievement: Meet daily targets for Average Handling Time (AHT), Productivity, Cross-Sell, Retention, First Call Resolution, Voice Call Quality, and CSAT while ensuring compliance with business policies and procedures.
  • Process Improvement: Identify process gaps and provide real-time inputs to minimize repeated errors on escalations.
  • Resolution Timeliness: Ensure the maintenance of Turn-Around-Time (TAT) of resolution across sub-processes.
  • Documentation and Compliance: Maintain accurate process documentation and adhere to compliance requirements.
Required Skills and Qualifications
  • Excellent customer service and communication skills.
  • Strong problem-solving and analytical skills.
  • Ability to work in a fast-paced environment and meet productivity targets.
  • Proficiency in handling multiple tasks and prioritizing responsibilities.
Benefits

This role offers a dynamic and challenging work environment where you can grow your skills and expertise. If you are a motivated and customer-focused individual who thrives in a fast-paced environment, we encourage you to apply.

Others

Only applicants with the required qualifications and skills will be contacted for further assessment.

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