About the role
Job Purpose To manage customer queries and requests received through email channels by providing accurate, timely, and quality resolutions within defined service levels. The role requires effective stakeholder coordination to ensure a seamless customer experience.
Key Responsibilities
- Respond to customer queries and requests through email and digital channels.
- Provide accurate resolutions within defined TAT and quality standards.
- Coordinate with internal teams and external partners for closure of customer concerns.
- Ensure adherence to productivity, SLA, and quality targets.
- Deliver first-time-right resolutions and minimize repeat customer contacts.
- Maintain updated knowledge of products, policies, and processes.
Key Performance Indicators (KPIs)
- Productivity Targets
- SLA / TAT Adherence
- First Response & Resolution Timeliness
- First Time Resolution (FTR)
- Quality Scores
- Customer Satisfaction (NPS)
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