Recruitment Consultant at Steps India
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Lead - Customer Service & Process - Credit Card & Digital Payments (5-13 yrs)
Lead - Customer Service & Process - Credit Card & Digital Payments
The position will be responsible for strategising and executing customer experience through digital transformation and operational efficiencies.
Responsibilities:
- Lead customer service projects from business side.
- Work closely with contact center and enhancing customer experience at each interaction point with the customer.
- Review customer need to contact or re-contact at all levels by addressing the root cause of contact requests.
- Introduce and enhance self and digital care solutions.
- Leverage process redesign, enabled with advanced analytics.
- Understanding and resolving customer breakpoints during customer onboarding, product and portfolio lifecycle.
- The channeling and subsequent servicing strategy to be tailored according to the customer segment as identified by complete relationship across the bank.
- Right channeling and end state servicing by customer segment. Identify solutions to assist customers in completion of application form.
- Process walkthrough to ensure First Time Resolution for customer queries. Understanding pain points of customers and design process to resolve this. Understand customer escalations and review the underlying process gaps.
- Responsible to track and increase NPS.
- Working with Technology team to deliver best in class customer experience through digital medium.
- Build strong relations with cross-functional teams
- Analyze Industry benchmarks and best practices
- Work closely with Service team
Managerial & Leadership Responsibilities:
- Positive, collaborative attitude, Prolific communicator
- Ability to evaluate potential business opportunities, structure the team's thinking, and reach insightful answers
- Experience in customer service and process management
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