Senior Customer Experience Lead

4 days ago


Delhi, Delhi, India Fusion Finance Ltd Full time

Company Overview

Fusion Finance Ltd is a pioneering NBFC-MFI in India, committed to providing financial solutions to underserved communities. Established in 2010, we have expanded to 20 states with over 1,100 branches and an asset base of INR 10,000 Crores.

Our focus on empowering women-led businesses has led to significant social and economic impact, generating employment opportunities for 5,000+ rural youth. We take pride in being certified as a Great Place To Work and holding a CRISIL A/Stable rating.

Job Description

The Customer Service Manager will play a critical role in enhancing customer satisfaction by leading the grievance team. Key responsibilities include:

  1. Leading the customer grievance team to ensure timely resolution of customer complaints.
  2. Developing and implementing customer feedback strategies to improve service quality.
  3. Collaborating with cross-functional teams to identify and resolve systemic customer issues.
  4. Preparing and presenting regular reports to highlight trends and actionable insights.

Requirements

  • Minimum 10-12 years of experience in customer service management.
  • Proven track record of improving customer satisfaction and reducing complaints.
  • Strong leadership and team management skills.
  • Excellent communication and problem-solving skills.
  • Proficiency in customer service software and Microsoft Office Suite.


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