Manager - CRM - Motor Finance - Operations - CRM - Mumbai - Lodha (I-Think Techno Campus) - 2nd Floor - (M1-M3)
2 days ago
Business Vertical: Motor Finance
Department: Customer Relationship Management
Line of Business: Business Support
Grade: M1/M2
Proposed Immediate Superior: Senior Manager/AVP
Educational Qualification: Bachelor degree from a recognized college/university
Desired Experience: 3-5 Years. Experience involving direct interactions with customers preferred.
Key Objective of the Job: Customer communication management
Key Deliverables:
- To ensure timely communication to customers triggered by various processes viz., Welcome letters, statements, receipts, reminders and other communications as required for statutory or regulatory compliances.
- Experience on QRC Management and interaction with customers to resolve their issues.
- Interact with cross functional teams to identify communication to customers utilizing effective modes – SMS, Email, statement, website, call centre and mailers supporting business teams.
- Handle call centre team of customer service and welcome process.
- Engage in identifying & mapping customer requirements on the website to provide information & feature / facilities to customers.
- Data base management – compilation of customer contact information (Address, email, phone number) across touch points and initiate update in system/applications appropriate for providing advantage to Business teams
- Preparation of monthly dashboard
- Generation of leads from alternative channels for Direct business sourcing
- Initiatives and Projects – Initiation of new initiatives and projects for process improvements.
Specialized job competencies:
- Project Management skills
- System knowledge – MS Office, CRM, MS Powerpoint
- Process orientation
- Ability to influence & build strong working relationship with grass root employees & seniors
- Team management
Other desired attributes:
- Passion for working on Customer service & initiatives impacting Customers
- Communication (Oral & written) & Presentation skills
- Desire to learn & explore
- Creativity & resourcefulness
Location: Thane, Maharashtra
Number of Positions: 2
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