Assistant Manager - Customer Services, Super Premium

Handle emails from credit card holders to resolve customer service requests, complaints and queries per agreed SLAs. Provide servicing to customers via the Email channel, aiming for optimal service levels to enhance customer experience, achieve targets on metrics such as AHT, Productivity, CSAT, First Call Resolution, and email quality, and ensure adherence to policies and processes. Proactively raise red flags on process gaps and maintain timely resolution across sub-processes; ensure documentation and compliance adherence; support cross-selling and retention efforts; contribute to real-time inputs and continuous improvement to minimize escalations and improve overall customer satisfaction.