Service Quality: Key Responsibilities
- Perform surveys after loans are disbursed and compile corresponding reports.
- Carry out Mystery Shopping Surveys aimed at assessing service quality standards.
- Undertake thorough evaluations of customer interactions to gauge the quality of service.
- Pinpoint areas requiring enhancement and collaborate with teams to implement viable solutions.
- Set up and uphold service quality benchmarks and operational procedures.
Telemarketing: Key Responsibilities
- Making outbound calls to potential customers and promoting products or services.
- Using persuasive techniques to engage prospects and generate sales leads.
- Building and maintaining customer relationships to ensure customer satisfaction and repeat business.
- Meeting and exceeding sales targets and objectives.
- Provide accurate and detailed information about products or services to potential customers.
- Document customer interactions and maintain call logs for future reference.
- Document and track sales leads and customer interactions.
Complaint Resolution: Key Responsibilities
- Complaint handling: Respond to customer complaints received via helpline.
- Make sure that TAT is followed and communicated to customers.
- Customer Engagement: Maintain a positive and empathetic attitude throughout the complaint resolution process.
- Accurately document complaint details, resolutions and any necessary follow-up actions.
- Keep customers informed throughout the resolution process and follow up as necessary.
- Identify trends in customer complaints and suggest process to prevent future problems.
Desired Skills and Abilities:
- Motivated by meeting targets and exceeding expectations.
- Passionate about delivering exceptional customer service.
- Excellent communication and persuasion skills.
- Ability to work in a fast-paced and goal-oriented environment.
- Proficient in the use of computer systems and software.
- Strong time management and organizational skills.
Education & Experience:
- Bachelor’s degree, preferably in Marketing of Communication
- 1-2 years of professional working experience in call center operations