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VlH SD Customer Service - ABIPBL

Mumbai, MH
Job Code:
  • Manufacturing & Production
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Job Details

Job Context The contact center centralized activity supporting India operations and plays a critical role in terms of customer interface and experience. The central SD activities would involve close coordination with circle SD teams. Looking at various stakeholders involved in the operations, it is critical to have a standardized approach and processes to ensure similar customer experience across all products. Job Challenges Compliances across channels Response and Resolution management Standardization of process and touch points Value additions. Best in class customer experience and fantastic customer NPS. 5) Job Purpose of Direct ReportsPosition TitleJob PurposePosition No. 4) Key Result Areas/AccountabilitiesKey Result Areas/AccountabilitiesSupporting ActionsCompliance Management & Self ServiceEnsure compliance across all partner and channels. Initiate process improvements to reduce AHT To ensure unique users on SIVR are increasing month on month. Facilitate automation to ensure overall increment at the Self Service channels Regulatory compliance on all Contact center partners.Response & ResolutionReduction in complaints per sub and repeat complaints per sub Root Cause Analysis Central RCA management for common issues. Best Practice implementation. Customer NPS.Value AdditionsValue additions to business via DND, MNP and various initiatives Positively impacting circle revenues via upselling and other initiatives.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-6


Administration | Event Planning | Facilities management | Office Management & Coordination
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