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Customer Facilitation / Complaint Resolution Officer
Responsibilities
1. The position is responsible to look after customer complaints/Request/Queries and arranges to resolve the same in the pre-defined TAT.
2. Coordination with the other relevant dept. for resolution of the customer complaints
3. Calls to customer to satisfying them in relates to customer complaints
4. Managing Info & Complaints mail Boxes
5. Arranging the deposit the refund chq and follow-up the customer which necessary
6. Arranging to reconcile the receipts and payments and arrange to refund if any excess payment
7. Coordinate with sale team for onward resolution of the complaint and request
8. Arranging the investigate the policy documents (TCS/Leopard)
9. Arrange to run, print and dispatch request letters to customer
10. Arranging to resolve policy online portal issues
11. Maintaining MIS for complaint letter received & route the same for filling once complaints resolved
12. Saffron Card deficiency, re-issuance and arrange to resolve the complaint accordingly
13. Arrangement of the premium deduction based on the customer complaint
14. Liaison with other dept.
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