To identify and asses the severity of risks within customer service management, customer complaint handling, customer care data & system security, customer service hotline management, customer care revenue reporting and commission disbursement, customer care service quality management & customer care CSO’s recruitment
- Collaboration with Internal Audit to evaluate and improve the effectiveness of risk controls in customer care processes. Implementation of efficient execution plans to improve internal controls, risk management, and governance processes in adherence to the organizational guidance and principals
- To identify and ensure fair investigation of suspected fraud cases like bundle activation without customer consent or without making calls to customers. Liaison with compliance for fraud reaction, measurement and reporting of fraud incidents, trends, losses, responses
- To highlight process noncompliance cases where defined process of customer care was not followed while performing bundle / package activations like modification & activation of MBB/Internet SIM package without child/master number & activation of restricted bundles etc.
- To Calculate Customer Care Profitability and provide visibility to management for cost effective decision making
- Responsible for the complete Customer Care CSO’s recruitment cycle. Understanding the requisitions, advertising jobs through Vendor, sourcing and screening incumbents, interviewing shortlisted applicants and on-boarding the finalized candidates
- Working collaboratively with managers towards achieving Customer Care CSO’s goals and objectives, which includes managing the monthly performance reviews, performance improvement, and professional development plans
- Respond to the concerns of Customer Care employees promptly, and if applicable, conduct investigations to resolve the conflicts or provide guidance otherwise
- To plan, design and execute Customer Care contractual staff engagement activities with the purpose of enhancing employee satisfaction
