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Company Name : HDFC Bank
Location : Chennai, Tamil Nadu
Position : EMT-Officer-Writeback Review
Job Description : Job Description
Customer Focused /accurate resolution to emails raised for review by Officers To review responses ensuring it addresses all queries raised by the customer with customer satisfaction as the prime focus To refer cases to the floor manager / Unit manager / Nodal Officer wherever customer request is getting declined.
To check for opportunities to fulfill customer requirement.
To ensure staff adheres to audit compliance as well as quality norms defined by business before customer response is released.
To review and guide staff to capture all customer interactions in the system with complete information to ensure details are available for any future reference.
Feedback To review and correct any inadequacies in the response drafted by officer during repeat interaction and share feedback Provide weekly feedback to team leaders and unit manager, the trend on writeback cases / errors for each officer basis writeback review.
Responsible for driving reduction in customer write back mails through review of writeback responses Process changes and Initiatives Identify and suggest new processes for the benefit of the unit with regard to reduction in writeback, reduce inadequacy in response, escalations etc.
Identify and suggest creation of new / changes in existing canned responses basis case review to Unit Manager / Quality & Training Manager.
Skills
Banks Product Knowledge
Good communication & written skills
Interpersonal skills
Positive attitude
Experience in Customer Service will be an added advantage.
This post is listed Under Chennai jobs
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