Job Description
CEC - Service Assurance Officer
Department
Customer Experience Center
Location
Thane
Reporting Relationship
CEC – Team Leader – Service Assurance
Position Grade
Assistant Manager/Deputy Manager
Job Role
To respond to customer complaints/issues received on calls/emails and provide effective resolution
To handle escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated
Seek advice and escalate the issue to relevant teams
Co-ordinate and follow up with support teams for resolution of customer complaints
To ensure that customers do not have to approach senior management for resolution of issues
Maintain TAT of commitments given to customer
Escalate the issue to higher ups whenever required
Maintain the data of escalations which will be required for training need and analysis for the teams. This data will also be used to analyze the current processes and future process improvements to better customer experience
Suggest process improvements
Job Description
Graduate
Minimum 1-2 experience in customer service
Excellent communication skills – Verbal & Written
Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
Flexible to get scattered 8 Week Offs in a month with +hours shift
Good listening skills and strong communication abilities.
Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers
Department
Customer Experience Center
Location
Thane
Reporting Relationship
CEC – Team Leader – Service Assurance
Position Grade
Assistant Manager/Deputy Manager
Job Role
To respond to customer complaints/issues received on calls/emails and provide effective resolution
To handle escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated
Seek advice and escalate the issue to relevant teams
Co-ordinate and follow up with support teams for resolution of customer complaints
To ensure that customers do not have to approach senior management for resolution of issues
Maintain TAT of commitments given to customer
Escalate the issue to higher ups whenever required
Maintain the data of escalations which will be required for training need and analysis for the teams. This data will also be used to analyze the current processes and future process improvements to better customer experience
Suggest process improvements
Job Description
Graduate
Minimum 1-2 experience in customer service
Excellent communication skills – Verbal & Written
Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
Flexible to get scattered 8 Week Offs in a month with +hours shift
Good listening skills and strong communication abilities.
Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers
💡 Quick Summary
Seeking a career-building opportunity? The CEC - Service Assurance Officer-Customer Experience Center-Contact Centre Inbound position is now open for candidates interested in the Bank Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.