Chennai Branch - Regional Call Centre

About CMS Info Systems:

CMS is India's largest Cash Management and Payment Solutions firm and the world's fourth-largest ATM Cash Management company. With a network spanning over 100,000 ATMs and retail outlets, CMS operates as the 'circulation system' of the country's economy. Our clients include all the leading banks, financial institutions, and top retail chains. In 2015, Baring Private Equity Asia, Asia's largest private equity fund, acquired a 100% stake in CMS. The company is led by Rajiv Kaul, a former country manager at Microsoft India and a recognized industry leader. Learn more

Purpose of the Job:

• To work in a fast-paced environment, showing flexibility with workflow.
• To actively respond to inquiries, manage, and resolve escalation calls received on CRM portals regarding ATM-related queries and downtime.

Main Duties:

• Monitor the status of calls logged, including follow-ups and closures.
• Follow up on cases pending over Targeted Turnaround Time (TAT).
• Timely updating of the CRM portal.
• Update the portal appropriately for cases missed by locations.
• Handle customer escalations and resolve them effectively.
• Oversee the operation of the combination team.
• Coordinate with the Head Office team for call escalation and resolution.
• Ensure checks and controls on fake updates.
• Execute any other related works as delegated.

Working Relationships and Contacts:

The job holder will work closely with the regional operations team and branch managers to ensure effective communication and resolution of issues.

Key Dimensions:

• Primarily responsible for dispatching calls to respective custodians to fix errors in ATM machines and ensure that the call center executive closes the call on the portal within TAT.

Person Specification:

Essential Criteria:

• Knowledge and Technical/Work-based Skills: Effective communication skills, ability to multitask, attention to detail.
• General Skills/Attributes: Flexibility, agility, problem-solving skills, interpersonal skills.
• Experience: 1-2 years preferred, but freshers are also welcome.
• Qualifications: Minimum of 12th grade passed.