Manager - Training Quality & Communication - BFS (7-15 yrs)

Found in: beBee jobs IN - 3 weeks ago


Navi Mumbai, Maharashtra, India iimjobs Full time

Supports Head Customer Service in managing the comms and scripts used in all types of customer service related communications.

- Champion is drafting SOPs and documenting all customer service related activities.

- Preparing product and process training modules.

- Create, implement and oversee customer service related communication programs.

- Coordinates with marketing team on all scripts used to ensure brand tonality is maintained across all comms.

- Manage all service comms related templates for all channels (SMS, WhatsApp, Email etc.)

- Random audits on emails sent by CSEs and act as a coach in drafting emails of high standards.

- To be part of all product discussions to identify events of communications required keeping customer and regulatory requirements in mind.

- Initiate customer awareness campaign as per regulatory requirements.

- Drive CSAT/NPS (transactional & relational) adherence on all servicing channels

- Coordinates with compliance team to ensure all regulatory requirements are satisfied on customer service related disclosures.


  • Manager - Training Quality & Communication - BFS (7-15 yrs)

    Found in: beBee jobs IN - 2 weeks ago


    Navi Mumbai, Maharashtra, India iimjobs Full time

    Supports Head Customer Service in managing the comms and scripts used in all types of customer service related communications. Champion is drafting SOPs and documenting all customer service related activities. Preparing product and process training modules. Create, implement and oversee customer service related communication programs. Coordinates with...

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    Found in: beBee jobs IN - 2 weeks ago


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    Found in: beBee jobs IN - 2 weeks ago


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