Customer Experience Manager

1 day ago

Gurgaon, Haryana, India beBeeManager Full time ₹ 13,48,000 - ₹ 20,90,000
Job Opportunity

About the Role:


This is a dynamic position for a results-driven professional who will oversee the management of a team handling Escalation Management and RTA process.


The successful candidate will be responsible for coordinating with operations teams to maximize Contact% & Retention% in the RTA process, conducting comprehensive product refresher training for internal card one-calling, and ensuring that the right product information is passed on to the customer.


Key Responsibilities:


  • Manage a team to ensure timely closure of assigned cases within TAT
  • Coordinate wing-to-wing follow-up of cases and stakeholders on customer concerns
  • Ensure accurate publication of MIS/business dashboards with retention %
  • Adhere to Audit Compliances and no adverse observations in internal/external audits

Requirements:


  • Excellent understanding of Credit Card Sales & Operations process/Audit and compliance policies, Excel
  • Experience in customer retention-related activities preferred
  • Knowledge of audit process

Why Join Us:

We offer a dynamic work environment, opportunities for growth and development, and a chance to make a meaningful contribution to our organization.


Measures of Success:


  • Timely closure of assigned case within TAT
  • FTE/NFTE Productivity
  • Timely and accurate publication of MIS/business dashboards with retention %
  • Adherence to Audit Compliances
  • No adverse observations in internal/external audits

Benefits:
  • Opportunities for career advancement
  • Competitive compensation package
  • A supportive work environment

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