Role/Job Title: Nodal Escalation Officer
Business: Customer Service
Function/ Department: Grievance Redressal
Place of work: Navi Mumbai
Roles & Responsibilities:
'Effective resolution of customer grievances/ escalations referred at NODAL /PNO /CMD desk to ensure zero comeback / further escalations.
TAT adherence for providing resolution
Take quick decision for redressed of complaints.
Need to ensure quality of resolution and reposes.
Ensure capturing of correct details and raising appropriate ticket in the system.
Secondary Responsibilities:
'Identify Erring units Responsible for Escalation , RCA and suggest Process Improvements. Effectively collaborate with internal and external teams/stake holders.
Key Success Metrics:
'Excellent written and spoken communication.
Good understanding of Liabilities/Assets products and processes,
Excellent convincing skills.Ability to manage challenging situations and go the extra mile.