Customer Care Helpdesk - Assistant Manager - L1 - Mumbai (Intellion Sqaure - HO)

JOB DESCRIPTION POSITION CS Non Voice Officer DESIGNATION Assistant Manager POSITION GRADE JC CODE DEPARTMENT CSD – Non Voice SUB DEPARTMENT Emails Team REPORTING POSITION L3/ L4 DOTTED LINE REPORTING TO - NO. OF POSITIONS REPORTING IN NA MANAGEMENT LEVEL Individual WORK LOCATION Goregaon (East), Mumbai OBJECTIVE OF THE ROLE T o effectively & accurately respond to customer queries within the specified TAT and ensuring excellent service to the customer KEY RESPONSIBILITIES Weightage · Respond to customer queries in a timely and accurate way, via email, Webchat, letters, phone etc · Identify customer needs and service accordingly · Update our internal database with information about technical issues and useful discussions with customers · Co-ordination with other internal teams/departments to provide customer resolution to their query or request · Inform customers about new features and functionalities and Promote digital channels of service · Timely Follow up with customers to ensure their queries and technical issues are resolved · Maintain customer centricity at the core of all transactions · Support a positive work place environment adhering to organizational policies TOTAL 100% INTERACTIONS Internal Relations: Channel partner s Branches Risk and Legal teams Other stakeholders External Relations: Customers/ Branches / Sales executives REQUIRED QUALIFICATION AND SKILLS Qualification: Graduate Certifications (If any): Well versed with MS Office Work experience in years: 1-3 years