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Experience Customer Service Manager
2 weeks ago
Job Description
About the RoleWe are seeking an experienced Customer Experience Manager to join our team. As a key member of our organization, you will be responsible for developing and implementing strategies to improve customer satisfaction and loyalty.
Your primary objective will be to establish effective communication channels with clients and ensure that their interactions with our company reflect positively on us.
You will work closely with various functions within the organization, including marketing, sales, and advertising units, to analyze customer feedback and develop programs to enhance customer experience.
Responsibilities- Develop and implement strategies to improve customer relationship management and dedication.
- Establish and maintain effective communication channels with clients.
- Direct the activities of customer experience representatives to ensure they provide exceptional service.
- Map customer journeys and identify opportunities to proactively intervene on behalf of clients.
- Analyze customer feedback and develop recommendations for improvement.
You will also be responsible for organizing projects and initiatives to educate staff on the impact of their decisions on customer experience.
Additionally, you will monitor the activities of various functions to ensure compliance with agreed standards and utilize CRM tools to enhance customer relationship management.
RequirementsTo be successful in this role, you must have a strong understanding of customer service processes, knowledge of regulatory frameworks, and proficiency in CRM tools.
You should also possess excellent analytical skills, customer orientation, process orientation, market awareness, and ability to work effectively in a dynamic environment.
A graduate degree in any discipline is required, and experience in the financial services industry is preferred.
Benefits- We offer a comprehensive wellness and wellbeing program to support mental and physical health.
- Our rewards and recognition program acknowledges and appreciates the hard work and dedication of our employees.
- We foster a dynamic, inclusive, and diverse team culture.
- Our gender-neutral policy promotes equality and respect for all employees.
- We provide inclusive health benefits, including medical insurance, personal accidental coverage, group term life insurance, annual health checkups, dental, and OPD benefits.
We are committed to the overall development of our employees through a comprehensive learning and development framework.
Measures of SuccessYour success in this role will be measured by your ability to achieve CSAT scores (internal and external), quality scores, process accuracy percentages, timely and accurate reporting, and adherence to process documentation and compliance standards.
