L4 - Operations - Customer Service - TS - Hyderabad - BACL

Job Description – HO Operations

L4

Key Responsibilities

• End to End closure of customer email/ Grievance


• Coordination with respective team for closure of the cases


• Coordination with departments and sharing of RCA


• Monthly presentation of MIS/PPT


• Preparation and Updation of SOP’s


• Process improvement


• Handling cancellation process

Key Performance Indicators

Technical Skills:

• Resolution of customer escalations & Complaints within TAT


• RCAs and Improvement in the processes to control escalations


• Improvement in customer request resolution %


• Cancellation of cases within TAT

Key Skill Required

• Customer centric attitude


• Excellent communication skills


• Coordination skills


• Team and coordination skills

Additional Role Details