Customer Experience Centre - Bank

Job Title/ Designation

Customer Experience Centre

Job Purpose

Responsible for Outbound calling, inbound calling, Database Management & Post Event Lead Management.

Experience Required

8-15 Years of relevant experience

Skills Required

Excellent organizational, presentation, and interpersonal skills

Understanding of the market

Team Handling skills

Job Description

1. Outbound calling

a. Drive contact programs for key stakeholders across BANK Corporate events

b. Drive Into branches to drive key initiatives such as Bank COMMUNITY, Product and Business marketing and key corporate initiatives including to ensure 100% activation .

2. Inbound calls to serve as an help desk for providing MCC solutions across branches as well as active RSVP management for Corporate events

3. CRM/ Database management to actively work on developing and maintaining key databases across various business units. To also tap market databases/ published lists for business development + Industry Knowledge chambers etc. To be overseen by BMIS

4. Post event Lead Management - Leads from events are not effectively distributed and contacted by branches immediately. This team will provide point of first contact to these leads and ensure immediate flow into branches/ for conversions. These leads would flow into outbound calling team,

5. Digital and Social Media- To also develop skills within this team to manage BANK brand in the Digital and Social media space specifically with reference to customer complaints and reputation management