Deputy Manager - CRM - Financial Services

1. Client Servicing - Provide necessary assistance to clients (depending on type of query) as per defined process and checklist.

- Coordinate with internal departments to provide suitable responses to client queries and

- Track, monitor and escalate client issues in a timely manner to enhance customer experience

- Access query management system to support and solve issues logged/highlighted by customers.

2. Business Development /Cross sell : 

- Meet prescribed number of representatives/authorized personnel of member organizations each day to ensure sales targets are met and/ or relationships are maintained.

- Work towards addressing existing as well as upcoming bottlenecks (E.g. Technological gaps, product gaps or process gaps) by providing additional support and handling operational detail to enhance customer satisfaction.

- Assist clients with operational setup (e.g. Telecom line leasing) by coordinating with different internal departments to ensure a rich customer experience.

3. Client Acquisition - Coordinate, support and assist with setting up road shows, seminars and or presentations for disseminating information to relevant customers.

4. Client Training - Coordinate client training requests and forward to marketing department for delivery purposes.

- Collect, collate and submit all feedback forms and data to the marketing department for further analysis so as to enhance the effectiveness of product/service delivery mechanism.

- Coordinate and offer one on one training wherever needed to improve product/service experience.