Senior Role - Customer - eCommerce FinTech 

Location : Bangalore

About Client:

Our client is a US based innovative mobile technology & data science startup in the digital lending space making a foray in to India. It is one of the fastest growing FinTech startups in the world

It is successfully running the business since the past 4 years with a footprint across 3 continents. More than 1 million people have been provided credit; leveraging mobile technology and data science. The company provides instant credit scoring, lending, and other personalized financial services in emerging markets. It seeks to build and scale up its unique offering in India in the B2C space.

Role:

- Create and implement policies and procedures in conjunction with other Customer Experience leadership

- Set India Customer Experience team goals and establish consistent, accurate, timely reporting on key individual and team metrics

- Drive a passionate, customer-centric culture within the team; partner cross-functionally and influence product roadmap to positively impact customer experience

- Help define brand voice with marketing and integrate into CX practices

- Establish and implement customer engagement processes and communications

- Train and support customer experience advocates and accounts receivable specialists, and team leads to deliver best in class service by developing proper standards, policies and procedures, and customer interactions

- Budget and plan staffing requirements and projections

Desired Profile:

Experience: 10+ years of Customer Service management experience and experience designing customer engagement processes and at least 2+ years working in a digital B2C product space (ideally web or app-based ecommerce or finance) and Should be tech driven

Industry: web or app-based ecommerce or finance or Fintech

Team: 10-15 members

Soni
9560395703

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