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Tier-1 brand, metro location, generalist marketing-operations role with broad skillset increases candidate competition.
Requires card/payments and mainframe familiarity, limiting cross-industry transferability.
Requires card-industry knowledge, campaign and fulfilment familiarity, and accuracy metrics, so moderate filtering applies.
Process customer offers including cashback, reward points, surcharge waivers, and voucher issuance for service deficiency cases.
Resolve customer requests, complaints, and escalations following defined SOPs while ensuring daily productivity and accuracy metrics are met.
Analyze and reduce repeat complaints, coordinate with cross-functional teams for issue resolution, and ensure timely closure of all cases within quality standards.
Graduate degree required in any discipline.
Understanding of credit card industry and mainframe systems is necessary.
Knowledge of marketing campaigns, rewards, and offers is mandatory.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in handling customer complaints and escalations with focus on resolution accuracy and process adherence.
Comfortable working in a metrics-driven environment focused on KPIs like time to service, accuracy, and productivity.
Skilled in analysis and process improvement to reduce customer complaints and enhance experience.