Specialist Customer Care

Location: Gurugram, DLF Downtown
Department: Customer Service

We are seeking a Specialist Customer Care to join our team in Noida/Gurugram. As a Specialist Customer Care, you will play a pivotal role in managing operations within a business area and maintaining processes with risk management initiatives.

Purpose of the role You will provide exceptional customer service while resolving complex customer needs/requests. Your focus will be on building relationships with customers, adding value to interactions, and providing personalised resolutions.

Accountabilities

• Provide customer service through various communication channels, including chat, email, and phone.
• Resolve complex customer needs and provide unique, personalised resolutions.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement and provide recommendations for change in customer care processes.
• Develop and implement customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolve specific customer inquiries and issues related to the bank's products and services.
• Develop and execute reports and presentations on customer care performance.

Analyst Expectations

• Meet the needs of stakeholders/customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard.
• Take ownership of specific processes within a team.
• Lead and supervise a team, guiding and supporting professional development.

Requirements

• Excellent communication skills.
• Problem-solving mindset.
• Strong commitment to resolving complaints in a professional and timely manner.
• Proven experience in a customer service role in a voice process.
• Conflict resolution skills and the ability to handle difficult or emotional conversations.
• Experience in analysing workflows, optimising procedures, and delivering high-quality service.