Customer Relation Assistant

4 days ago

West Fort Thrissur Kerala, India IRISH EXPERT LLP Full time

English and Malayalam proficiency is mandatory
- Hindi/Tamil/Telugu speaking skill is a plus
- Knowledge of providing customer services in a immigration company or similar regulated sector.
- Excellent communication skills and the ability to forge and maintain good relationships with customers/clients at all levels, both internally and externally.
- Excellent interpersonal and influencing skills with ability to gain respect and confidence of customers.
- Ability to manipulate and interpret data, presenting in an effecting format.
- Ability to use Microsoft 365 at an intermediate level. Experience in complaint handling in an immigration sector.
- Experience delivering and improving performance against agreed Performance Indicators.
- responsibility for customer satisfaction for complaint handling.
- Listen and act on feedback from customer complaints to ensure the voice of the customer is heard.
- Recommend improvements to processes to ensure they are customer centric and enhance the customer experience.
- Engagement with customers through social media and ensuring customer views are listened to and acted upon.
- Customer facing processes and service delivery, delivering improvements to provide customers with a seamless and customer centric experience..
- Managing relationships with customers to generate a culture of trust and openness.
- Improving customer satisfaction time to time of complaint handling.
- Reducing cost and waste by identifying unnecessary and repeat contact through complaint investigations.
- Desirably the use of CRM within front line teams assisting team leaders with training on Complaints module within the CRM system..
- Identifying trends, areas for improvement, staff skill gaps, and training needs to develop a high-quality service for customers.
- Use learning from complaints to improve service delivery across Irish.
- The Customer support Executive will assist in the responses for disrepair and legal cases providing timely information to solicitors.. They will be the first point of contact for the suitable Service providing information for case handling.
- The Customer support executive is the first point of escalation for the Advisors in the processing department and frontline teams for complaints. They will be responsible for identifying improvement from complaints, working with the Head of Processing/legal division.
- Experience to ensure these are reflected in process redesign.
- Assist the Head of processing to make necessary improvements to procedures and processes in relation to complaint handling.
- Support the delivery of the Customer Experience strategy - acting on customer feedback and hearing the voice of the customer through complaints.
- Improving customer satisfaction of complaints.
- Improving customer feedback that their views are listened to and taken into account.
- Reduction in formal complaints and improved satisfaction with outcomes of early intervention (Get It On Track).

Contact: 8137077723

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹24,000.00 per month

**Experience**:

- Customer support: 1 year (required)
- total work: 1 year (required)

**Language**:

- English (required)
- Hindi (required)
- Tamil (required)
- Telugu (preferred)

Work Location: In person

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