Customer relationship officer

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Competencies

Key Parameters

Think Strategic

(a) Big Picture Perspective:

 Is able to understand the impact of individual performance to meet / improve own targets

(b) Business Acumen:

 Demonstrates basic knowledge and ability to use various applications / tools related to the function / engagement

 At an individual level complies with do's & dont's of policies, procedures& regulation as applicable to the engagement / function

 Is aware of metric applicable to the role

 Has the basic knowledge of policies, procedures and regulatory compliance

Drive Results

(a) Planning & Organizing:

 Maintaining TAT

 Understanding and adhering to quality standards

 Maintain all Hygiene and Process Metrics

(b) Directing & Monitoring

 NA

(c) Accountability

 Acquiring knowledge & skills of related areas of the process

 Understands, knows, and interprets different complex scenarios and is able to resolve all assigned tasks.

 Update oneself to changes in product on a daily basis.

 Average Handling Time (AHT) target to meet as per process

(d) Problem Solving & Decision making

 NA

Partner with Customers

a) Relationship Building

 Ensure Customer is satisfied on all transactions & they are given quick resolutions

 Escalate Long Pending Issues of Customers to supervisor / appropriate Desk

 Give Correct and Complete Resolution to Customers on all transactions to avoid Repeat contacts by Customers.

 Be Polite with all Customers

b) Passion for excellence

 Adhering to the KPI, and understanding Quality & Auditing parameters

Sub-Process Name:

Equivalent Grade: DS1

Role: Associate

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 Provide First Time Resolution [ FTR ] on all transactions

 High level of integrity

 Ensure Customers Account Information is not compromised

 Zero Fatal Error (FE)

Lead People

a) Managing Self

 Understand the company policies and adhere to it diligently, basic professional standards and established procedures, policies before taking action and taking decisions.

 Adhere to attendance and punctuality norms

 Assumes responsibility for work activities and coordinating efforts

b) Inspiring others / Managing teams

 Mentor & coach new members of the team based on requirement

 Interpersonal relationship at work with peers, supervisors and should not have any recorded instance of misconduct.

Desired Knowledge, skills and abilities

 Possess basic Contact Center operations knowledge

 Good reasoning and analytical skills

 Able to communicate fluently in the language required for transaction

 Typing skills as required by the process

 Active listening skills

 Passion to learn

 Influencing skills

 Ability to comprehend the customer requirement well

Desired qualifications (including certifications)

Under-Graduates / Graduates

Desired years of experience

0-1 year

Internal Customers, if any

N/A

External Customers, if any

Customers

Qualifications

Any u.g degree

Additional Information

contact Mohan - 7867969096