Team Leader - Contact Centre Specialist

Work Level: Junior Leadership

Core: Problem Solving, Self Motivated, Collaboration

Leadership: Leading from the front

Industry Type: Banking

Function: Team Lead / Network Manager

Key Skills: Team Handling,Team Leader,Team Management,Teamwork,CallCentre,Tele Calling,Tele Caller,Inbound Contact,Chat Support,Email Support

Education: PG/ Master

Note: This is a requirement for one of the Workassist Hiring Partner

Primary Responsibility:

Look for for people who is from customer service background no sales more into inbound. Who handled inbound chat email escalations, complaint.

Business Function

Group Technology and Operations (T&O) enable and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Key Responsibilities

1. Serve as the primary point of contact for dissatisfied customers, demonstrating empathy and a commitment to resolving concerns on the first contact.
2. Conduct thorough investigations into complaints that cannot be resolved immediately, gathering information from relevant bank units and employees to ensure a comprehensive understanding of the issue.
3. Manage the complaint process from the initial contact to the final resolution, ensuring a seamless and efficient experience for the customer.
4. Identify trends and patterns in customer complaints, and work collaboratively with the team to implement process improvements and enhance the overall customer experience.
5. Maintain detailed records of all customer interactions and complaint resolutions, ensuring compliance with internal policies and regulatory requirements.
6. Provide regular updates and reporting to management on the status of customer complaints and the effectiveness of the complaint resolution process.

Requirements

1. Minimum 5 years of experience in a customer service or complaint handling role, preferably within the banking or financial services industry.
2. Strong communication and interpersonal skills, with the ability to effectively engage with customers, colleagues, and stakeholders at all levels.
3. Excellent problem-solving and analytical skills, with the ability to quickly identify the root cause of issues and develop effective solutions.
4. Demonstrated ability to work independently and as part of a team, with a focus on delivering high-quality customer service.
5. Proficient in the use of relevant software and systems, with the ability to maintain accurate records and generate reports as required.
6. Thorough understanding of the banking industry, regulatory requirements, and best practices in customer complaint management.

Company Description:

Workassist is an online recruitment and employment platform based in India, connecting employers with the right talent across diverse industries. By leveraging technology in recruitment, Workassist delivers curated profiles to employers and job opportunities to seekers of all experience levels. With a commitment to enhancing the hiring process, Workassist serves industries such as Banking & Finance, Consulting, Sales & Marketing, Healthcare, IT, Operations, and Legal. Our global reach and adaptability ensure the best matches for both job seekers and recruiters.

(Note: There are many more opportunities apart from this on the portal. Depending on the skills, you can apply for them as well).

So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!