PNB Metlife - Senior Executive - Complaints Management (3-5 yrs)
Position : Senior Executive - Complaints Management
Department : Operations & Services
Function : Customer Service
Reporting To : General Manager - Complaints Management
Location : Gurgaon - CO
Role :
To address & resolve Customer Complaints received through PNB MetLife touch points.
Key Responsibilities :
- Acknowledgement & Resolution of Customer Grievance
- To ensure satisfactory closure through CRM (TALISMA).
- Taking complete ownership of the complaints received from the customer and ensure satisfactory resolution
- Coordinate with internal departments, ensuring timely and quality closures
- Highlighting any escalations or deviations, to ensure immediate action on the complaint.
- Maintaining quality and ensuring adherence to processes
Desired Qualifications :
Graduate in any discipline
- A minimum of 3-4 yrs experience in back end servicing - Any Industry.
- Should possess a minimum of 2 years of experience in handling Customer Complaints in a Central Function through Email or Other Correspondences.
Knowledge and Skills required :
- Good communication skills both written & verbal.
- Self-starter and team player (a person should have keenness to learn)
- Strong interpersonal skills
- Hands on working experience in MS-Office tools
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