Officer - Solutions Hub

To perform day to day Business Retention activities as per established policies and processes to minimize
customers’ attrition and achieve set target within Department set TAT and as per SLA.

Key Responsibilities:

• Handle customer retention cases in efficient & quality manner in line with the departmental framework.
• Meet assigned target efficiently as per the approved KPI’s.
• Contact customers over the phone to understand customer’s perspective/needs and recommend appropriateretention solution.
• Ensure meeting call quality standards according to the department’s framework, while contacting any customer for retention purposes.
• Ensure compliance with the department’s policies, procedures and SLA.
• Ensure providing the necessary services and product awareness to the customers within the approved TATwith no complaints.
• Provide necessary MIS/Reports as and when required.
• Liaise with internal stakeholders to enhance customer retention rates.
• Evaluate / Handle / Address / approve various types of after sale cases to apply the waiver authority limitsmentioned and approved in retention strategy as applicable.
• Handle Retention activity, after sales service request and rescheduling assigned to action.