- Email, Online and Social Media Management; Ensuring and coordinating timely handling of client queries on e-mail and social media. - Integrated Communication Channels communication through SMS, E-mails, Social Media, designing auto messages to clients. - Complaints & Escalations handling -Assisting Team Leaders in handling escalations from the customer/contact centre associates regarding customer issues. - Customer Relationship Management Systems proficiency. - Customer onboarding & document management. - Transaction Processing.
Learn More• Customer experience business needs analysis. • Requirements gathering, vendor engagement & product testing. • Siebel CRM & Purecloud administrator- ensuring that all the customer service processes in CRM flow seamlessly and rectifying any user & functional issues. 90% of all user issues resolved and handled to completion.
Learn More• Team training and skills transfer. • Developing and conducting targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities. • Providing structured and timely recommendations; verbal and/or written feedback to Quality Manager, Team Leaders, Analysts and Agents.
Learn More• Selling investment products to walk-in and call-in clients. • • Selling investment products (up-selling and cross selling) and product development.