To operationally manage Non Voice Process
Respond to Query/Complaint/Request from customers including follow-up and close looping (Voice and Email). Support includes (applicable to all processes/queues)
Internal mails from executives on behalf of customer.
Resolving logs received at Customer Service related to Written Correspondence.
Coordination with resolution owners sending final confirmation/acknowledgement to customers for forwarded logs (complaint/ request).
Retention Activity Online retention to be maintained by retaining customers who insist to cancel line by sending an email.
Call back customers for identified cases if required to ensure complete customer satisfaction before closure of case.
Provide higher first transaction resolution for all queries requests and complaints received
Minimum repeat mails from customers
Faster reply to customer mails with minimum turnaround time
Retain customers from voluntarily cancel requests
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