Senior Customer Experience Manager

2 weeks ago

Delhi, Delhi, India beBeeBusiness Full time ₹ 6,00,000 - ₹ 12,00,000
Job Overview

We are seeking a skilled professional to fill the position of Business Service Manager. This role is responsible for delivering exceptional customer service, ensuring quality service as customers expect, and reducing wait times for various service requests.

  • Key Responsibilities:
  • Client service and support
  • Ensuring quality service as customers expect
  • Reduce the wait time and TAT for various service requests
  • Providing right solutions to the customer
  • End-to-end resolution of customer transactions/queries/complaints
  • Effective management of customers services relating to trade and non-trade activities
  • Co-ordinate with Trade Services for all queries relating to LCs, remittances, bank guarantees, Export Credit etc
  • Handling non-trade activities such as fixed deposit, RTGS, tracking of customer statements, smooth processing of outward/inward remittances, static data updation, forex transactions, current account, lending accounts etc
  • Communicate disposal instructions to Trade/Payments units
  • Develop strong internal escalation mechanisms
  • Customer meetings and interactions
  • Strong relationships with top customers through customer meetings
  • Increase stickiness of the customers through continuous engagement through on-site/phone/email interactions
  • Work along with business team to align services with business offerings
  • Service delivery through other units
  • Ensure that Service Level Agreements (SLAs) are adhered to for service delivery through different units as mentioned above
  • Develop strong relationships at all levels with internal stakeholders in the units as mentioned above
  • Conduct monthly review meetings with other units such as Trade/payments/branch banking
  • Customer complaints and resolution
Requirements
  • Excellent client servicing skills
  • Strong communication and interpersonal skills
  • Process knowledge and understanding
  • Knowledge of credit & trade products
Benefits

This role offers a unique opportunity to work in a dynamic environment and make a real impact on our customers' experiences. We offer a competitive salary, opportunities for growth and development, and a supportive team environment.

Why You'll Love Working Here

At our organization, we pride ourselves on being a leader in innovation and customer service. We're committed to creating an inclusive and collaborative workplace where you can thrive and grow your career.

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