Customer Experience Manager

2 weeks ago

Ahmedabad, Gujarat, India Chinmay Finlease Limited Full time ₹ 3,60,000 - ₹ 4,20,000 per year

Department: Digital Marketing

Location: On Site – Shilaj, Ahmedabad

Employment Type: Full-Time

About Us:

Chinmay Finlease Limited is a leading financial services company focused on providing seamless digital solutions to customers across India. We are expanding our team to strengthen our digital presence, app reputation, and customer engagement.

Key Responsibilities:

  • Customer Calling & Engagement:
  • Proactively call customers to collect feedback, resolve app-related issues, and encourage positive app reviews.
  • Address user concerns, assist them in using the app, and provide timely solutions or escalate issues to relevant teams.
  • Engage with customers in Hindi and English fluently; knowledge of Kannada, Marathi, or Telugu is a valuable additional asset.
  • Online Review & Reputation Management:
  • Monitor, respond, and manage user reviews across app stores, Google My Business, social media, and other platforms.
  • Handle negative reviews proactively and professionally, converting them into positive customer experiences.
  • Collect, coordinate, and publish high-quality video testimonials of satisfied users.
  • Collaboration with Digital Marketing & Creative Teams:
  • Support digital marketing efforts by providing actionable insights from customer interactions and app performance.
  • Collaborate with the creative team to develop engaging content based on user feedback.
  • Generate periodic reports on customer feedback, app performance, and review trends.

Required Skills & Experience:

  • Proven experience in customer engagement, call center, customer support, or digital reputation management role.
  • Strong calling skills with confidence in speaking Hindi and English fluently.
  • Additional regional language skills (Kannada, Marathi, Telugu) are a significant plus.
  • Excellent verbal and written communication skills.
  • Good understanding of App Store Optimization (ASO) and digital marketing basics.
  • Ability to professionally handle and convert negative feedback into positive engagement.
  • Good problem-solving skills and customer-oriented mindset.
  • Comfortable coordinating with multiple teams (Digital Marketing, Operation Team, Tech Support).

Preferred Qualifications:

  • Bachelor's degree in Marketing, Communications, Business, or a related field.
  • Prior experience in fintech or app-based services is a strong advantage.
  • Familiarity with analytics tools like Google Play Console, App Annie, or Sensor Tower.

What We Offer:

  • Dynamic work environment
  • Opportunity for growth in the fintech and digital marketing space
  • Competitive salary with performance incentives

Job Types: Full-time, Permanent

Pay: ₹30, ₹35,000.00 per month

Benefits:

  • Flexible schedule
  • Health insurance
  • Paid sick time
  • Provident Fund

Work Location: In person

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