• A Customer Care Officer is required to handle customer query within the standard time. The response rate/ target should be maintained as defined by the management
• Response quality as per defined standards. Also ensuring that Courtesy and Accuracy targets are met
• Monitoring and following up with the concerned department who are responsible to resolve complaints and to close the same on Complaint Management & Tracking System.
• To highlight issues/problems/queries faced during complaint resolution to their respective team supervisors/ managers.
• To interact with the customers through suitable medium of communication as and when directed.
• To timely complete any additional tasks / initiatives assigned besides the routine daily day tasks.
• Attendance, Punctuality and manned minutes are completed to achieve the productivity target
• To escalate and follow-up on unresolved/ Open beyond TAT cases as per agreed escalation matrix.
• To make acknowledgement, follow up/interim calls to the customers.

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