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Customer Experience Manager

3 weeks ago

Delhi, Delhi, India beBeeCustomerExperience Full time ₹ 9,00,000 - ₹ 12,00,000

Job Title: Customer Experience Manager

 

Position Overview:

The Customer Experience Manager is responsible for driving service level and enhancing customer experience with excellent service delivery.

 

Key Responsibilities:

  • Process customer closure requests in a timely manner.
  • Coordinate with relevant teams to ensure correct resolution.
  • Highlight non-adherence or delays in resolution from stakeholders to immediate superiors for support.
  • Execute best practices to reduce complaints and errors.
  • Display ownership in handling service requests of customers with accurate resolution.
  • Update MIS/Reports accurately with required details.
  • Contribute towards improvement in TAT and NPS.
  • Take ownership in additional activities to drive team performance.

 

Required Qualifications and Skills:

• Minimum: Graduate degree.

• 3+ years of experience in the service domain, preferably in lending.

• Strong client focus, able to provide quality service.

• Proficient in Microsoft Excel and Outlook, as well as banking applications like Finacle.

• Resilience to achieve work objectives even in difficult circumstances.

• Continuous improvement through learning new skills and adapting to changing needs.

• Gathers information effectively and asks questions to ensure understanding.

• Teamwork, openly shares information and contributes to team discussions.

• Negotiation and influence skills, considers different ideas without being aggressive.

• Autonomy, demonstrates punctuality and meets agreed schedules and timelines.

 

We are seeking a skilled professional to join our team. If you have the necessary qualifications and skills, please apply.