Senior Customer Experience Specialist

2 weeks ago

Delhi, Delhi, India beBeeService Full time ₹ 6,00,000 - ₹ 12,00,000
Key Account Manager Role

This is a senior-level position that requires a professional with extensive experience in customer service and sales. The ideal candidate will have a proven track record of delivering exceptional results, managing complex relationships, and driving business growth.

  • The Key Account Manager will be responsible for ensuring high levels of customer satisfaction, resolving complaints, and gathering statistics for service quality indicators.
  • They will also ensure compliance with internal and external guidelines, minimize comments in audits, and find ways to improve operational efficiency.
  • The role involves monitoring customer satisfaction survey ratings, net promoter score, and ensuring continuous improvement if below benchmark.
  • Other responsibilities include ensuring adherence to laid-down processes, facilitating first-time resolution, minimizing rejections, and tracking transaction volumes.

Responsibilities:

  • Ensure full awareness of all policies and procedures issued in relation to money laundering prevention and KYC.
  • Report any suspicious transactions immediately to the supervising officer.
  • Responsible for premises management, including merchandising, housekeeping, and store management.
  • Branch upkeep and maintenance are also part of this role.
  • Ensure health and safety for all, including taking reasonable care for the health and safety of co-workers, reporting accidents and incidents, and bringing hazards to the attention of management.

Risk Management:

  • Ensure full awareness of all policies and procedures issued in relation to operational risk, sales processes, misselling, etc.
  • Comply with the above policies on an ongoing basis.
  • Read, understand, and comply with all provisions of the Group Code of Conduct.

Skills and Qualifications:

  • Diligent & Punctual
  • Knowledgeable about the role
  • Certified with relevant courses
  • Confident
  • Fluent in Language
  • Banking Exposure
  • Management Information Skills
  • Good Interpersonal Skills
  • Customer and Service Oriented

Qualifications:

  • Post Graduate, consistent academic career
  • Extensive sales experience (2 to 5 years)
  • Sales focused and highly target oriented
  • Able to pick up new concepts quickly
  • Able and excited about going out to meet new customers
  • Competitive awareness & benchmarking
  • Excellent communication, interpersonal & relationship building skills
  • Banking knowledge
  • Management Information Skills
  • Good Interpersonal Skills

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