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10/01 HR

Views:159 Applications:25 Rec. Actions:Recruiter Actions:3

NCDEX - Senior Executive - Client Services - Customer Service Group (4-5 yrs) Premium

Anywhere in India/Multiple Locations/Delhi/Delhi NCR Job Code: 105789

Senior Executive - Customer Service Group

Department : Customer Service Group

Education : MBA (full time preferable)

Experience : 4-5 years at a team leader level preferably from Financial Sector

Principal Accountabilities :

- Handling first level escalation calls for clients/customers

- Resolution of clients/customers Queries & Complaints

- To conduct Training for new Members over Customer Service covering System, Operational and Compliance aspects.

Additionally role involves :

- Manage team and drive projects.

- Internal and External Training on new systems or software introduced by the Exchange.

- To collate suggestions & feedback received from the members and take up with HOD/relevant departments for implementation if feasible.

- Creation of weekly and monthly roster

- Monitoring call queues for optimizing performance and service level

- Call /Email Quality monitoring and providing feedback to team members

- Creating and updating Process Manuals for all the processes handled by the team.

- Ensuring that all the documents and request are processed within stipulated timelines.

- Ensuring compliance with the defined process.

- Maintaining Records as per the company's policy

- Conduct periodic internal audit and facilitate Audit of records by External Auditors.

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