Head - Customer Experience - Financial Services

Industry - Banking / Financial Services / Broking

Job Type - Permanent

Description - Head the Customer service setup of a well established Financial Services firm

Client Details : Our client is a well established Financial services firm

Description:
 
- 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.
 
Profile: 

- 6+ years of experience in Customer Service

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

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

- MBA from Tier 1/Tier 2 college

Job Offer : 

- Meritocratic Culture