Job Description

Recommend appropriate learning approaches by understanding the learning needs to the customer service team based on business goals Core Responsibilities: Responsible for preparing maintaining the knowledge portal for all functions including CRM by coordinating with all functions Responsible for preparing/updating maintaining the CRM-Standard operating process (SOP) Responsible for conducting knowledge test for the CRM team (Front end back end) Ensuring quality parameters are reviewed quality standards are met Close coordination with Quality customer experience manager to ensure superior customer service is delivered across all channels of interaction Ensure standardized drafts customer communication at all channels Ensuring suitable approach note is prepared along with implementation of new processes as and when required Conducting product/process training pertaining to customer service to all functions like operations, sales, collections, credit Conducting detailed onboarding training to new joinee in customer service as well as refreshers Handholding new joinee during OJT period Reviewing the Root Cause Analysis done from the repeat complaints ensuring process gaps are identified suitable training is conducted for the employees Conducting training of the regulatory framework/Policies including grievance redressal policy Qualification - Graduate