Specialist Customer Care

Overview

Provide exceptional customer service, resolving more complex customer needs and requests, and build relationships that add value to customer interactions.

What you'll do

• Provide customer service through chat, email and phone channels.
• Execute customer service requirements to resolve more complex, specific customer needs, giving a unique, personalised resolution for each case.
• Collaborate with teams across the bank to align and integrate customer care processes.
• Identify areas for improvement, recommend changes to customer care processes, and provide feedback and coaching to colleagues on these areas.
• 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, including account balances, transactions and payments.
• Develop and execute reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identify industry trends and developments and implement best practice to improve customer care efficiency and effectiveness.
• Meet the needs of stakeholders and customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard.
• Take responsibility for specific processes within a team.
• Manage own workload and take responsibility for implementing systems and processes within own work area.
• Check work of colleagues within the team to meet internal and stakeholder requirements.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
• Deliver work in line with relevant rules, regulations and codes of conduct.
• Communicate sensitive or difficult information to customers on customer advice or day-to-day administrative requirements.
• Build relationships with stakeholders and customers to identify and address their needs.

What you'll need

• Experience of working in a customer facing service environment.
• Ability to receive inbound and outbound phone calls from customers and service their needs effectively and efficiently.
• Ability to determine appropriate, affordable solutions for customers regarding their personal financial situation.
• Ability to support customers by offering payment options, taking payments, solving problems, and providing excellent service.
• Effective communication skills.

Details

• Location: Chennai (DLF IT Park).