Manager
5 days ago
ROLE PURPOSE
Customer satisfaction is our top priority, and we are heavily focused on proactive service engagement to achieve the same.
The Service engagement team provides strategic ops support to Top and mid market merchants from Key Accounts, Hospitality and Corporate merchants. The engagement includes Service governance, service ticket monitoring etc of predefined Merchant Partners towards their requests, complaints and new product/process adoption needs. This also covers service hygiene for subject merchants.
THE RESPONSIBILTIES WE ENTRUST YOU WITH
We are looking for an extremely skilled and experienced Service engagement Lead (East) who will drive the customer experience goals for leading merchant relationships headquartered in East region. The incumbent will be responsible for implementing service ticket and engagement metrics, to ensure high customer satisfaction and NPS. We’ll rely on the incumbent to outline how to outperform our competition and maintain our company’s positive image. The work location shall be Kolkata. Joining shall be immediate to 30 days
WHAT MATTERS IN THIS ROLE
Experience & Portfolio:
10 years of experience in Client servicing and service delivery of MLE customer head offices and their key branches, preferably in the Fintech industry
Deep understanding of merchant acquiring business, especially - PoS (Point of Sale) operations, handling and troubleshooting mechanism
An excellent communicator and collaborator, able to work and collaborate with internal teams and build rapport with the client’s CXO and Top-level resources, ie optimum stake holder and relationship management
Understand and analyze the business model of each customer, and pain points/opportunities in their current payment ecosystem.
Expertise in developing, implementing, and managing customer experience strategies & processes that align with the company’s vision and goals
Ensuring that all touchpoints in the customer journey are optimized to deliver a seamless and consistent experience, including scaling up digital adoption
Identifying & implementing strategic initiatives for nuanced capturing of Customer VOC, earliest resolution of tickets, build efficiency, better reliability, improved processes, SLA and NPS to meet the rapid growth objectives of our organization
Utilizing CRM systems to manage the functions of receiving, assessing, analysing, resolving, and documenting customers’ issues and complaints in accordance with agreed requirements. Analysing the ticket/issue patterns and provide long term end-to-end solutions
Collaborating with other department heads to ensure all other teams contribute equally to providing customers with a seamless experience across touchpoints. Benchmark internal processes with industry best practices to identify possible efficiency opportunities and drive implementation basis management approval
Provide oversight of short, medium, or long-term initiatives and their impact analysis to key internal stakeholders and the leadership team
Accountable to pitch revenue drivers such as hardware upgrades, DCC, VAS, Accessories, EMI, activation etc.
Education : Post-Graduate / MBA from Premium Institutes & B Schools will be preferred
What we offer
Competitive salary
Comprehensive benefits package.
Opportunities for professional development and career advancement.
A dynamic and collaborative work environment.
THINGS YOU SHOULD BE COMFORTABLE WITH
Working from office: As of now, we work out of our offices, 5 days a week.
Pushing the boundaries: Have a big idea? See something that you feel we should do but haven’t done? We will hustle hard to make it happen. We encourage out of the box thinking, and if you bring that with you, we will make sure you get a bag that fits all the energy you bring along.
What we Value in Our people
You take the shot: You Decide Fast and You Deliver Right
You are the CEO of what you do: you show ownership and make things happen
You sign your work like an artist: You seek to learn and take pride in the work you do
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