Customer Experience Executive at Asset & Resource Management Holding Company

Job Description(s)
Resolve customer complaints and enquiries, organize and coordinate office operations and procedures in order to ensure organizational effectiveness and efficiency.

Duties and Responsibilities

  • Resolve Customer / Channel Partner complaint in a timely manner.
  • Achieve a high percentage (80%) of First Call Resolution.
  • Ability to accomplish issuance of policies and resolution of customer and intermediary queries.
  • Promote the organization’s products and services.
  • Take full accountability for dealing with relevant customer complaints, queries and request from start to the end of the process on CRM.
  • Quality and timely processing of client queries, complaints and policy related issues.
  • Prompt processing of complaint received from customer (100%)
  • Contribution to business process improvement including the Company’s systems infrastructure.
  • Preparation of weekly reports entailing daily activities and also generating the Key Risk Indicators Report on monthly basis.
  • Complaint MIS and Dashboard collation and analysis.
  • Attend to walk in Customers and provide resolution at branch level.
  • Follow up with customers, sales and HO for resolutions in case of escalated cases.
  • Ensure that professional and courteous service is provided to intermediaries and customers.

Key Performance Indicators:

  • Processing Accuracy for Requests received from customers both internal and External.
  • Processing TAT maintained for Applications & Service Request received within Cut off.

Requirements
Education:

  • A degree in the Social Sciences or Humanities.

Experience:

  • Minimum of 3 years’ experience in Customer Services or Operations in a financial sector.
  • Industry experience would be of added advantage.

Key Competencies and Skills:

  • Customer Handling skills.
  • Ability to communicate and coordinate effectively as per business requirement.
  • Ability to develop, implement and maintain agreed management information and quality controls.
  • Data analytical skills.
  • Proficiency in using databases and office management software including MS Word and Excel.
  • Ability to differentiate between various kinds of documents and follow appropriate processes.
  • Ability to compile and generate daily/weekly/monthly BCX reports.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

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