Assistant Manager:Customer Service Management_AFL

1. Responding to the Customers on their queries received on incoming calls and emails.

2. Outbound calls for query resolution , call back requests received from customer.

3. Cross functional co-ordination with functional representative to obtain resolution

4. End to end query/request and complaint resolutions on emails.

5. Triggering manual communications to customer via email and SMS

6. Preparing Dashboards

7. Attending to Walk in Customers to resolve their queries

8. Ensuring 1st response and resolution within defined timelines

9. Correct identification and tagging of query, request and complaint