Deputy Manager (Customer Success)(RARR Job 4927)

Backoffice Specialist( Lead) will oversee the effective management of customer complaints (Non-Technical), verifying the authenticity and accuracy of customer documents as part of the onboarding or service activation process. ensuring timely resolution in line with system SLAs. The role requires strong leadership, problem-solving skills, and the ability to work cross-functionally to address issues impacting Customer Experience.

• Complaint Management: Lead and manage a team to handle customer complaints, ensuring all complaints are resolved within SLA and deliver Customer Satisfaction.
• Team Leadership: Supervise, mentor, and coach a team of Complaint Resolution Specialists to ensure consistent quality and performance in resolving customer issues.
• Process Improvement:
  • Analyze trends in Customer Complaints, identify root cause, and suggest improvements in Processes, Products, or Services to reduce complaints and enhance customer experience.
  • Suggest improvements to the document verification process to streamline operations and improve efficiency.
• Escalation Management: Handle escalated or high-priority complaints from Customers that require special attention and ensure prompt and appropriate actions are taken.
• Reporting & Documentation:

• Maintain detailed records of all complaints and resolutions, prepare regular reports on Complaint Metrics, including volume, resolution time, and customer satisfaction levels.
• Prepare and submit regular reports regarding the status of document verification tasks.

• Document any issues or exceptions and escalate them to management as necessary

• Cross-Functional Collaboration: Work closely with technical teams, Customer Service, Sales, and other departments to address customer issues that require multi-departmental involvement.
• Drive Organizational SLA: Ensure Customer Tickets are resolved within SLA.
• Ongoing Reduction in Active SRs: Drive ongoing reduction in open Tickets , with specific focus on tickets where SLA is missed already or is on hold(pending for resolution)
• Training & Development: Continuously train the team on the latest complaint handling techniques, Customer Service best practices, and Product Knowledge.
• Compliance:

• Ensure all complaint-handling processes adhere to internal policies and external regulatory requirements.
•  Preparing & submitting TRAI Reports within specified time with 100% accuracy.
• Ensure all document verification processes adhere to local regulations

• Document Verification:
• Review and verify the authenticity of documents submitted by customers (e.g., IDs, proof of address, business licenses, etc.).
• Cross-check submitted documents against relevant customer data to ensure accuracy.
• Ensure that the documents comply with regulatory and company policies.

Identify and report any discrepancies or fraud indicators in customer documentation.

Experience:

Total Experience: 8-10 years with experience in Document Verification, Customer Service, or related fields (experience in telecom is a plus). (Non-Technical)

Skills Required:-

• Any Full-time graduate from good institution.
• 5yrs. of experience and knowledge in Customer Tickets Resolution
• Prior experience in document verification, customer service, or related fields (experience in telecom is a plus).
• B2C & B2B Customer handling
• Communication Skills – well versed in English & Hindi
• Retention Skills
• Organisation: Prioritisation and organisation skills; Ability to identify and understand business issues and understand the impact on the business of proposed solutions
• Projects: Strong project management skills; Strong problem solving and analytical skills
• Communication: Strong oral and written communication skills, including presentation skills (MS PowerPoint); Excellent stakeholder management skills
• Teamwork: Ability to develop partnerships with co-workers and build
• Excellent Customer handling abilities
• Adaptability and flexibility to changes
• Should have ability to think out-of-the-box and should be able to arrive at robust solutions
• Ability to present new ideas and garner support