WALK IN - Service RM - Virtual Care - Bangalore

Job Purpose

Ensure delivery of consistent service aligned with standards to enhance customer experience. Achieve productivity, quality, and compliance targets while resolving customer requests accurately and promptly.

Key Responsibilities

Customer Interaction & Query/Complaints Management

Handle calls as per defined standards.

Resolve calls with 100% accuracy.

Log and resolve complaints accurately.

Hotlist and reissue cards promptly.

Call Quality

Achieve defined quality benchmarks.

Ensure 90% First Call Resolution.

Meet KAT and E-process scores.

Audit & Process Compliance

Adhere to process and audit requirements.

Log customer requests error-free.

Update interactions in CRM timely.

Schedule Adherence & Service Productivity Standards

Meet defined service productivity standards.

Adhere to schedule and login times.

MIS - Reporting

Ensure timely and accurate MIS reporting.

Education:

Minimum Graduation.