Specialist Customer Care

Impetus Career Consultants; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

A consulting firm is seeking an Associate in Customer Service in Gurugram District, India. The role involves enhancing digital capabilities, providing exceptional customer service, and collaborating with various teams. Candidates should be adept at personalization and communication while ensuring compliance with regulations. Full-time employment with growth opportunities in a supportive environment.

Qualifications

• Ability to personalize interactions with customers across digital channels.
• Experience in collaborating with diverse teams to meet client expectations.
• Strong analytical and problem-solving skills.

Responsibilities

• Provide exceptional customer service by resolving inquiries and issues.
• Support internal teams to ensure accurate and timely transactions.
• Comply with regulatory requirements and internal policies.

Skills

Collaboration

Customer service

Problem-solving

Risk management

Job description

Accountabilities

• Collaboration across multiple digital channels to personalise each interaction with a customer.
• Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
• Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
• Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
• Support teams within the business operations function as needed, including risk management, compliance and collections.
• Comply with all regulatory requirements and internal policies related to customer care.
• To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.

Analyst Expectations

• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
• Check work of colleagues within team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
• Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
• Make judgements based on practise and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
• Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
• Build relationships with stakeholders/ customers to identify and address their needs.

Seniorit y level

• Associate

Employment type

• Full-time

Job function

• Customer Service
• Industries: Outsourcing and Offshoring Consulting