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22/04 Teja Patnaik
Senior Recruitment Specialist at Rekrut India Pvt Ltd

Views:39 Applications:15 Rec. Actions:Recruiter Actions:3

Manager - Customer Grievance/Customer Support - Stock Broking Firm (3-10 yrs)

Any Location Job Code: 156563

Grievance Manager - Customer Support/Escalation/Dispute/Complaint Unit - Stock Broking Firm (3-10 yrs)

Any Location

- Resolve customer complaints that are received directly from Customers or via the Write-back channel with Quality of resolution being of paramount importance

- Understand each query type, liaise with internal stakeholders to get the concerns resolved and leverage team to revert back to customers with defined TAT

- Speak to customers to resolve the issues they have highlighted and educate them on company and industry guidelines to reduce future complaints

- Own and manage overall resolution TAT and ensure 100% adherence to agreed turnaround time

- Ensure desired output in terms of Productivity, Quality, CSAT and NIL escalation to Regulators for cases handled

- Drive root cause analysis of all complaints and work with related functions and stakeholders across the organization to eliminate causative factors and prevent recurrence

- Ensure achievement on all core business objectives & defined KPI 

KRA parameters :

- We need candidates Preferably from Stock Broking background 

- Minimum 3 years experience of having worked in Customer Support/ Escalation Management / Dispute Management / Complaints units. Good command over English communication skills, both written and verbal.


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