Query Resolution Team

Roles and Responsibilities :

• Manage customer complaints and grievances through effective query resolution, ensuring timely closure of issues.
• Provide excellent email support to customers, addressing their concerns and resolving problems efficiently.
• Handle complex customer queries related to products or services, escalating issues when necessary to ensure prompt resolution.
• Develop strong relationships with customers by providing empathetic support, understanding their needs, and offering solutions.
• The team will be responsible for solving the service request and RBI reportable complaints received from various channels (Voice, Non-Voice, CGOs and ODR channel etc).
• The team will follow the approved SOP for resolving the complaints at various stages and update the status of each complaint on CRM.
• Effectively address and resolve Customer service request within define timelines.
• Check Customer details before raising the issue with other stakeholders / respective teams for closure.
• Ensuring proper validation before removing any block / freeze from customer account.
• Collaborate with relavent stake holders to ensure timely resolution and continuous improvement of services
• Timely highlighting the issues if any complaint and request goes out of TAT
• Follow all RBI circulars related to complaint management
• End-end closure of customer request and complaint on CRM
• Responsible for quality communication and customer servicing as per the bank guidelines.
• Ensuring Customer delight and consistent service experience.
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with all the updates related to the process.

Job Aspects

Shift timing: rotational

Working days: 6days with rotational week-off

Work Mode: On-site

• Each complaint will go through various stages which need to be validated end to end.

Key highlight :

• 4-5 years of experience in a similar role within the internet industry.
• Excellent communication skills for handling customer escalations via phone calls, emails, or chats.
• Strong problem-solving abilities for resolving technical issues and complaints effectively.
• Ability to work independently with minimal supervision while maintaining high levels of productivity.