About the role
·Good understanding of Customer Service and BPO Operations processes
·Fundamental understanding of Reports and Statements related to Investment and Trading in Equity and Derivatives
·Act as a SPOC/Bridge between Customer service and other department to resolve client’s concerns
·Supervising, guiding and motivating a team of Customer Service Executives
·To provide optimum service experience to the customers in a consistent manner through timely resolution of issues.
·Ensure regular training of the team to meet service requirements consistently in an effective manner.
·Adherence to service & quality benchmarks, to provide world class service experience for customers
·Strict adherence to process Turn Around times and also adhere to commitments made to the client.
·Work closely with the employee to provide periodic feedback and coach them
·Meeting Process SLA and ensuring team member and process KRA’s are achieved
·Work towards reduction of complaints
·Improvement of of NPS for process
·Identification of process gaps and fixed from root