Customer Service Manager
Paytm Money
Total des années d'expérience :2 years, 7 Mois
Dynamic and dedicated Customer Service, Sales Professional and Complaints Management with over 15 years of extensive experience in Inbound, Outbound, Email and Chat Processes in Banking, Stock Broking and BPO industries.
Categorically worked in Wealth Management Products i.e. Banking, Insurance, Stock Broking, Mutual Funds, NPS, and Virtual Gold.
Customer-oriented approach and target focused with a high degree of perseverance reflected in understanding customer needs and providing recommendations.
Effective multitasking capability with a positive attitude in taking up challenges and delivering exemplary results under conditions of pressure.
Adept in interpersonal skills in influencing customers with persuasive communication with the intent of converting queries to sales.
Possesses leadership skills and exudes enthusiasm and confidence in coaching and managing teams.
• Handling team of 4 Team Leaders and 2 Quality Leaders and their team members span of 50 RM’s, executives of Inbound, Outbound, Email, Chat where we are responsible for the service levels, maintaining AHT, Call Quality, CSAT Scores and ensuring Sales Leads are assigning to concern teams.
• Handled outbound and inbound processes, where we are responsible to sale online insurance products, and manage to achieve the Targets set by bank.
• Handling the non-voice process of where customers raise their concerns on applications customer support option.
• Participation in ongoing programmes of training and development in relation to the complaint handling processes.
• To ensure the complaints closures with in the TAT with resolutions.
• Handled Grievances Redressal, Social Media Complaints, Priority Desk Complaints, CDSL, NSE, BSE, CEO Escalations, SEBI Escalations, National Consumer Helplines Complaints.
• Handled the mis-sale related complaints.
• Evaluation of complaints activity in terms of quality, scope and methodology and making appropriate recommendations.
• Maintain motivation in a team environment.
• Identifying new AM’s, TL’s, SMEs from the team and groom them for next level.
• Recruitment of Sales-n-Service RM’s, Phone Bankers, Help Desk Executives of walk-in candidates, taking interview, scanning the educational documents, post attestation of docs sending them to HR for joining.
• Completion of joining formalities i.e., PF form, ESIC form, Application Forms on the joining date of Phone Bankers.
• Keeping a close track of Leads according to Customer’s feedback and taking a follow up with Customer.
• Maintaining the Service Levels at 90% by minimising average speed of answer and calls abundancy. Keeping AHT in control for entire floor.
• Keeping a close track of every escalated call, whether customer has got the resolution or not.
• Manage day to day operational management of the team and consistently delivers on the Service Level Metrics, as defined for the process.
• Manage the team efficiently to maximize agent utilization.
• Monitoring team and agent performance of a daily basis, and providing timely and adequate feedback for performance enhancement.
• Keeping the team and self-updated of all process changes at all times.
• Tracking agent team performance on quality, and working with the Quality and Training team to develop training schedules plans.
• Identify potential Managers from the Agents and groom them to take on higher responsibilities.
• Build vintage in the team, by minimizing attrition/controlling attrition.
• Automate the unit for smooth operations.
• Analise performance results and implement department improvements.
• Plan for upcoming organizational needs and implement strategies in a proactive manner.
• Handling team of 4 Team Leaders and 2 Quality Leaders and their team members span of 50 M’s, executives of Inbound, Outbound, Email, Chat where we are responsible for the service levels, maintaining AHT, Call Quality, CSAT Scores and ensuring Sales Leads are assigning to concern teams.
• Handled outbound and inbound processes, where we are responsible to sale online insurance products, and manage to achieve the Targets set by bank.
• Handling the non-voice process of where customers raise their concerns on applications customer support option.
• Participation in ongoing programmes of training and development in relation to the complaint handling processes.
• To ensure the complaints closures with in the TAT with resolutions.
• Handled Grievances Redressal, Social Media Complaints, Priority Desk Complaints, CDSL, NSE, BSE, CEO Escalations, SEBI Escalations, National Consumer Helplines Complaints.
• Handled the mis-sale related complaints.
• Evaluation of complaints activity in terms of quality, scope and methodology and making appropriate recommendations.