Customer Service Excellence Officer (French Speaker)

Job Responsibilities:

• Be the first point of contact point for all banks allocated.
• Log, track and follow up to closure all items raised by clients. Understand and communicate expectations of client internally with each concerned team. Ensure the communications of status is done on timely basis to the team leader.
• Ensure that all items are logged and closed within the stipulated time frame and manage client expectations. Ensure minimum aging of items and ensure closure of the issue reported as per the agreed TAT of each issue type.
• Assisting & supporting the team on resolution of high priority issues which may have significant financial / customer service / reputational impacts.
• Ensure that entire activities of the CSE unit are done on timely basis.
• Customer ad-hoc request are addressed properly and billed to third party clients. (Revenue Generation – if doable -).
• Ensure client feedback is shared with relevant units especially when client is dissatisfied. If within operations, ensure resolution. If outside of operations, then remind and escalate to related team head.
• Daily / Weekly / Monthly discussions to be held with team and other items on reported issues pertinent to the clients. Ensure all issues whether escalated or not escalated are recorded in the agreed issue register with QA .
• Escalation / Internal Follow ups / Upcoming operational requirements to be undertaken for each client handled. Where TATs are not adhered to, escalation to be made as appropriate to ensure issue is resolved to CSE team leader immediately.
• Ensure traction in customer issues getting closed, where these are pending confirmation from client banks.
• At all times, remain accessible and display the required energy and passion to ensure excellent support to client banks.