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About the Role
The CSE Officer acts as a single point of contact for all operational post-live issues & requirements. Manages day-to-day queries, issues, requests and meeting clients’ expectations, setting the service review meetings, sending the monthly service review report.
The role also requires basic business knowledge to act as the first level of contact for the account managed by the CSE team member, The CSE Officer must use the required resources to manage reported issues/requests and escalate internally to ensure resolution of the reported issues as per the agreed TAT.
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 requests 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.
- Escalation / Internal Follow ups / Upcoming operational requirements to be undertaken for each client handled. Where TATs are not adhered to, escalation is 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.
- Setting up service review meetings with key clients and sending the monthly service review reports.
Qualifications
- Strong problem-solving skills.
- Outstanding interpersonal and team working skills.
- Outstanding communication and negotiation skills – both verbal and written.
- Strong cultural awareness and knowledge.
- Be the first focal contact point for all allocated clients.
- Strong System level Knowledge.
- First Level Resolution Skills.
- Good Customer relation with NI Key clients.
- Critical thinking and decisions making skills.
How to Apply
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