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Customer Service Investigator

2 weeks ago

Gurgaon, Haryana, India NTT DATA, Inc. Full time ₹ 1,04,000 - ₹ 1,30,878 per year

NTT DATA- Hiring for Customer Service Investigator - French in Gurgaon

Interested candidates may share your CV on whatsapp @

Position Title: Customer Service Investigator

Status: Full-Time, Permanent- Both side cabs

Shift: 5 Days Working - 2 Week-Offs

Hours: Rotational Shift

Banking Operation

Position Overview:

The Customer Service Investigator (CSI) acts as a liaison between the customer and the various

functional areas of the NTT/Presidents Choice Financial Mastercard partnership. Working with these functional areas in an offline capacity, CSI is responsible for managing ongoing escalations by creating action items and SLAs for various factors within the organization to ensure timely and effective resolution of customer issues, based on both the standard operating procedures of the program and the ability to flexibly apply subject matter expertise into creative, customer-friendly decisions to resolve customer issues. Candidates should be experienced with the PCB Brand with strong program knowledge.

Responsibilities:

  • Support the accomplishment of all contracted service level targets/agreements.
  • Manage monthly and ad-hoc agent coaching and feedback.
  • Assist in daily, weekly, and monthly quality assurance activities.
  • Provides day to day support to the team and handle first level escalations as they arise or are assigned.
  • Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes.
  • Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management.
  • Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles.
  • Oversee and aid in new hire training and onboarding.
  • Contribute to continuous learning activities promoting knowledge and skill development within the team.
  • Assist in keeping all team members informed and up to date about all relevant and useful information.
  • Act as a subject matter expert on projects/initiatives
  • Act as a champion to the staff by raising ideas/concerns that contribute to the overall betterment of the team.
  • Maintain relationships with internal and external clients.
  • Frequent review of the MasterCard Worldwide Chargeback Guide to update and maintain knowledge of conditions and requirements for recovery purposes.

Requirements:

  • French language mandatory with People Management required
  • Experience in the financial industry OR Banking Domain OR Customer Service Industry
  • Good Communications

Interested candidates may share your CV whatsapp