Customer Experience Specialist

2 weeks ago


Mumbai, Maharashtra, India CoinDCX Full time

Job Summary

We are seeking a highly skilled Crm Operations Lead to join our team at CoinDCX. As a Crm Operations Lead, you will be responsible for managing and optimizing our crm workflow, ensuring seamless user interactions and excellent problem-solving skills.

About the Role

  • Design and Implement Chatbot Flows: Design and implement node-wise chatbot flows to ensure seamless user interactions.
  • Bug Resolution and Feedback: Proactively identify and resolve bugs, collaborating closely with the CoinDCX support team for continuous feedback and improvement.
  • Metrics Reporting and Dashboards: Build and manage SOS alert systems and metric reporting dashboards to track customer and agent performance.
  • Process Optimization: Understand and optimize workflow assignment logic, rules configurations, and disposition setups.
  • Automation and Integration: Automate repetitive tasks and streamline processes through Sprinklr's capabilities, ensuring seamless integration with the CRM system.
  • User Experience: Ensure the chatbot and CRM tools are optimized to deliver the best possible user experience.

Requirements

  • Excellent Problem-Solving Skills: Excellent problem-solving skills and attention to detail.
  • Collaboration and Communication: Ability to work effectively under tight deadlines, juggle several assignments simultaneously, and communicate clearly with cross-functional teams.
  • Technical Skills: Strong understanding of chatbot creation, metrics reporting, and CRM workflow management, as well as experience in using Sprinklr's capabilities.

What We Offer

  • Competitive Salary: ₹25-30 lakhs per annum, based on experience.
  • Ongoing Training and Development: Opportunities for professional growth and development in a dynamic environment.
  • Diverse and Inclusive Team: A collaborative and inclusive team environment that values diversity and creativity.


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