Resolve Customer Complaints That Are Received Directly From Customers Or Via The Write-Back Channel With Quality Of Resolution Being Of Paramount Importance
Understand Each Query Type, Liaise With Internal Stakeholders To Get The Concerns Resolved And Leverage Team To Revert Back To Customers With Defined Tat
Speak To Customers To Resolve The Issues They Have Highlighted And Educate Them On Company And Industry Guidelines To Reduce Future Complaints
Own And Manage Overall Resolution Tat And Ensure 100% Adherence To Agreed Turnaround Time
Ensure Desired Output In Terms Of Productivity, Quality, Csat And Nil Escalation To Regulators For Cases Handled
Drive Root Cause Analysis Of All Complaints And Work With Related Functions And Stakeholders Across The Organization To Eliminate Causative Factors And Prevent Recurrence
Ensure Achievement On All Core Business Objectives & Defined Kpi / Kra Parameters

Required Candidate Profile

Minimum 2 Years Experience In Stock Broking Industry Is Mandatory In Chat/Voice Process
Should Of Have Experience In Customer Support / Escalation Management / Dispute Management / Complaints Units In Stock Broking Industry
Good Command Over English Communication Skills, Both Written And Verbal

Please Mail Resume : Sudharani.Thota@Angelbroking.Com