Associate - CRM - Customer Service - Email Channel- RFB

2 weeks ago

Delhi Mumbai NCR Pune, India Tata Capital Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We are seeking a motivated and detail-oriented Associate CRM (Customer Service Email Channel) to join TATA Capital Limited. The role involves managing customer interactions through the email channel, ensuring prompt resolution, enhancing customer satisfaction, and maintaining service quality standards.

Key Responsibilities

  • Handle and respond to customer queries, complaints, and requests received through the email channel.
  • Ensure accurate and timely resolution of customer issues in line with defined SLAs.
  • Maintain professional, clear, and customer-friendly communication at all times.
  • Coordinate with internal departments (Operations, Sales, Collections, etc.) to resolve escalations.
  • Track, monitor, and report customer complaints and feedback to improve service delivery.
  • Identify process gaps and suggest improvements to enhance customer experience.
  • Ensure compliance with company policies, regulatory requirements, and data security standards.
  • Support customer relationship-building initiatives and contribute to customer retention strategies.

Qualifications & Skills

  • Graduate in any discipline (preferably with specialization in Business/Commerce/Finance).
  • 25 years of relevant experience in CRM, customer service, or email support roles.
  • Strong written communication skills with attention to detail.
  • Knowledge of CRM tools, ticketing systems, and MS Office Suite.
  • Ability to multitask, prioritize, and work under pressure to meet deadlines.
  • Strong customer service orientation with problem-solving and analytical skills.
  • Team player with a proactive approach.

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