IIT / IIM / ISB Candidates preferred

A promising 13 years old well established and growing Fintech Company in Gurgaon

The Head-Customer Experience & Digital Transformation Lead would be responsible for overseeing the customer service and ensuring the company delivers the highest level of customer service possible.

- Improve customer service experience.

- Take ownership of customer issues and follow problems through to resolution.

- Understand and own the controllable elements of service level delivery, productivity, staffing, and quality KPIs.

- Be a voice for our customers by identifying customer needs, provide customer insights and collaborating with cross-functional teams to provide solutions for those customers.

- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

- Collaboration with other departments to resolve complicated issues & issues which require special attention.

- Analyse customer care data and statistics to obtain results useful in taking key business decisions.

- Contribute to the development of industry-leading processes and best practices for delivering customer success.

8.Education qualifications, skills & experience : 

Education qualifications: MBA/PGDM from Tier 1 college

Skills:

- Process maps for each of the complaint category

- Define the automation and the message to be delivered to the entrepreneur

- Map all automation to tools like Zoho, OneDirect etc.

- Quality focused, excellent problem solving and conflict resolution skills. 

Methodologies: OKR, Agile

Tools: Jira, CRM (Zoho, OneDirect etc.), Power BI

Communication: Exceptional communication and presentation skills

- Minimum 7 years of experience in Customer Service/ Customer Care

- Should have experience in devising technology-based solutions for recording customer feedback.

- Should have experience in streamlining & automation of inbound and outbound communication channels.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.