Remote Customer Experience Lead
2 weeks ago
We are seeking a highly skilled Virtual Care Manager to lead our team in delivering exceptional customer experiences.
The ideal candidate will have a strong background in customer service, team management, and process improvement.
- Review the outcalling process for customers who have had transactions declined due to card control not enabled. Clarify customer queries on this issue and identify opportunities for improvement.
- Ensure the team meets defined benchmarks on service experience, call handling time, quality, revenue generation through cross-selling of products, and other parameters.
- Guarantee zero defects processing of all customer requests by the team.
- Verify that the team meets complete and accurate resolution within defined Time-to-Achieve-Target (TAT) standards.
- Ensure compliance with set Audit and SQ guidelines by the team.
To succeed in this role, you must possess:
- A graduate degree
- Excellent team spirit
- Strong interpersonal skills
- Effective communication skills
- A proactive and focused approach
- In-depth knowledge of banking products and processes
- Excellent influencing skills
This role offers a dynamic work environment, opportunities for growth and development, and the chance to make a real impact on customer experiences.
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