Customer Service Executive

Function - Contact Centre Unit

Role Purpose: Managing Email Channel

Key Accountability :

1. Customer experience at service touchpoints is of utmost priority in the corporate world.

Below will be the KPIs matrix:

• Managing customer service experience at Email channel

• Customer satisfaction scores (CSAT) and Net promote scores (NPS) will be the key actionables.

• Managing a vendor team of 100+ associates and managers across 2 centers

• All operational matrices like, TAT adherence, same day response on queries, same day closure of assignments to be monitored and maintained separately for pre issuance and post issuance queries/requests/complaints

• Service quality of the agents to be maintained

• Forecast calculation to avoid dip in service levels and ensuring no MBG

• Designing incentive structure to drive the team on quick closures as and when reqd

• Negotiating with vendors on rates and hikes, as and when reqd to save cost

• Audit parameters to be monitored at regular intervals to ensure no observations

• Billing process to be monitored

• Initiate improvement projects and drive efficacy for implemented projects

2. Automation projects to enable these key matrices

• Enabling ease of digital adoption among customers

• Enabling and promoting self service options for customers

• Automation projects like email auto response to reduce cost of human agent

• Run reports & conduct a thorough analysis of the missed KPIs & draw an effective action plan.

• Apply performance management strategies to ensure better productivity.

Evaluating new vendors and for digital enhancements and closing commercials with finance team