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CCD.pptx
- 3. Designation Numbers Manager 01 CCD Executives 04 Total CCD 05 CCD Proposed Strength
- 4. Client Complaint Flowchart Customer Complaint Sales Issue Technic al Issue New Issue Redirect to Sales Support Redirect to Technical Team Resolve Issue Resolve Issue Confirm Issue Fixed with Customer Customer Feedback Close Yes No Yes No Yes
- 5. Request for Buyback/Refund to Client Care Department Buyback/Refund Form Received from Accounts Department Verification/Validation of the Buyback/Refund Forward to Accounts Department for payment to the client after verification Close Buyback/ Refund Flow Chart Arrange Client Meet up Ask For Reasons Convince on Continuation YES NO
- 6. Negotiation Terms Accepted? Schedule Visit Accept Sales Contract End Start Initial Consultation with the Agent Project/Investment Information Offer Property/Project to Buy Present Offer to Clien Yes No Close Sales Walk-in Client Flow chart
- 7. Job Title: Client Care Executive Group/Team: Client Services Reports to: Client Care Manager Employment Status: Full Time Compensation Type: Bonuses Manage Others: No Career Level: Individual Contributor POSITION SUMMARY: The position of Client Care Executive is a client facing role. This person must have the ability to engage clients in a positive and professional way through the client support process. They must be willing to work in a team environment and have strong communication skills with clients and fellow employees. The job responsibilities include managing and leading clients. The duties of this job will include maintaining the company service standards to provide a consistently superior client experience. These tasks will vary in description and complexity and the Client Care Specialist will be cross- trained to be effective in all areas. The duties of this job will include working with clients that are new and existing to work through issues that they are experiencing with their investments. The daily duties also include proactively reaching out to clients by calling and/or emailing to provide status updates to any issues / concerns that they are experiencing. CCD’s Job Descriptions:
- 8. ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE: 1. Issuance of Agreements 2. Manage Client Concerns and Questions 3. Facilitate Buyback/Refund process. 4. Ensure max. reversal of Buyback/Refunds 5. Generate new business through clients referrals 6. Ensure Re-investments 7. Manage Client Support Experience 8. Manage Filing and Record-keeping 9. Efficient walk-in clients conversions 10.Strong Product knowledge 11. Business vigilance BREAKDOWN OF DAILY RESPONSIBILITIES INCLUDES: 1. Manage Client Concerns and Questions a. Facilitate positive experience for clients calling in with concerns as multiple client requests are handled each day.