Customer Service - Nodal Desk (Job Code : J41583)  

 Job Summary
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4.00 - 8.00  Years 
Customer Service - Nodal Desk
BCA, BCom, BCS, BSc-Comp/IT, BSc-Other
Educational Level:
Stream of Study:
Industrial Type:
IT-Software/Software Services
Functional Area:
IT Software - Other
Key Skills:
Customer Support
Job Post Date:
2019-08-20 12:33:44  

 Company Description
Our Client was founded by 3 IIMers in the year 2000. Client is an electronic presentment technology and payment services company. The Company is focused on leveraging technology to enable banks,businesses and other institutions to present invoices, statements and bills to
consumers or businesses and receive payments against them.

Their Product powers electronic payments and collections services for the largest banks and companies in India and also manages the bill payment service of Visa in India. It operates as a neutral service bureau aggregating multiple banks, billing companies and other corporations onto a common standards-based platform for delivering electronic payments and collection services across multiple electronic channels.

Their Product manages these services across a range of access channels viz. Internet Banking, ATM Banking, Tele Banking, Mobile Banking etc. The Payment Gateway services of our Client enable customers to pay online using either their electronic banking accounts or credit cards.

 Job Description
No of Employees: 350+ in Mumbai (Across India - 500+).

Work Location: Andheri (W) – Near Azad Nagar Metro Station.

Job Summary: The incumbent would be responsible for handling and responding to customer queries and complaints routed through banks, nodal and regulatory bodies.

Roles and Responsibilities
• Address customer queries & complaints routed through regulatory bodies, banks and merchants within the specified time frame.
• Liaise with internal and external stakeholders to facilitate the responses.
• Provides excellent customer service and answers to client questions within set standards and SLA’s.
• Identifies and meets customer needs through providing advice, guidance and education to customers on transaction details.
• Follows through on customer inquiries, requests or complaints
• Resolves issues promptly
• Acts as a subject matter expert for key clients and displays knowledge of the product / services being offered.
• Maintains the daily reports and dashboards for the process / tasks assigned
• Publishes daily/ monthly MIS/ dashboards on queries/ complaints
• Undertakes analysis of Frauds / queries and complaints and publishes the data to internal stakeholders for review to derive actions / follow-up with merchants/ banks.
• Analyses fraud trends and closely co-ordinates with merchants and banks for adequate measures to control the frauds
• Does Root cause analysis of repeat complaints to identify key actionables to reduce complaints and queries.

• Excellent inter personal skills
• Analytical skills
• Ability to meet deadlines and prioritize deliverables
• Exceptional problem-solving skills
• Demonstrated experience and/or strong working knowledge of Microsoft Word, Excel, and Outlook
• Ability to work in shifts, preferably between 4 PM -12 AM including Saturdays.
• Fluency in English ( Written & Spoken)