Company: ITCODA Implement programs related to customer satisfaction with support from marketing team. Share the reference number with the customer and internally escalating it... Responsibilities and accountabilities includes but not limited to the following: • Get to know customer issues, capture complaints, requests and queries received via mail/ phone. Share the reference number with the customer and internally escalating it to the concern team for necessary action • Gather feedback and escalate concerns on regular basis to enhance overall customer experience. • Drive resolution of customer issues and track average time taken to resolve the complaints. • Closely monitor complaints lodged by clients, review resolution comments updated by operations, take feedback from the client on effectiveness of the resolution offered and close complaints on log • Keeping records of customer issues, requests, queries and analysis by Division, Department, Business, Customer etc. • ...
