Decimal Technologies - Manager - Customer Success

Customer Success Manager will be part of Saarathi team with responsibilities as outlined below.

1. Set up and manage a support process and team capable of handling the following for banking & outside agents in context of loan processing

a. Attend calls and resolve issues related to digital app usage or portal usage

b. Guide agents through process of loan file completion

c. Log issues as tickets on their behalf

d. Help resolve set up issues related to DSA (agents) teams, payouts and invoicing

2. Manage and ensure timely invoicing and MIS for channel (DSA) and lenders

3. In future, create and manage as support team able to handle direct customer queries related to loan processing and statuses.

4. Manage TAT, team productivity and quality of support process

5. Analyze and bring improvements to reduce call and query volume

6. Automate repetitive tasks leading to unproductive manpower utilization

7. Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

8. Developing feedback or complaints procedures for customers & agents to use

9. Learn about Saarathi and keeping up to date with changes