Customer Experience Manager

Customer Experience Manager

SnapHunt Pte Ltd
Bengaluru / Bangalore
4 - 9 Years
Not Specified

Job Description

The Offer

  • Opportunity to collaborate with the founding team and gain from unlimited learning
  • Build your profile in customer experience space within a well established FinTech firm
  • Competitive compensation

The Employer

Our client is democratizing payments for small & medium businesses in india. They are pioneers in on-demand payments in the country, and are relentlessly working on delivering seamless online business experience.

The Job

You will be responsible for :
  • Initially managing all client interactions over calls on a daily basis.
  • Building a customer experience team to handle day-to-day operations.
  • Establishing performance metrics for the team and monitoring the productivity closely.
  • Tracking customer feedback on a regular basis, understanding customer pain points and passing on the relevant information to sales, customer success and product teams for relevant action to be taken.
  • Gaining thorough understanding of the product offering and organizing trainings to the team in order to deliver quality assistance to the clients.
  • Identifying opportunities basis frequently received client requests / queries to increase customer satisfaction, that eventually converts to revenue.

The Profile

  • You have a Degree in Engineering or related field and have at least 4 years experience within a Customer Support or Client Relationship Management role.
  • You have worked as part of third party contact centres and have an understanding of dialler management.
  • You are aware of automation solutions available in the market from this standpoint and would be on a constant lookout for any such solution that can make existing processes more efficient within budget limits.
  • You are well versed with Microsoft office tools
  • You are a keen learner and you are always on a lookout for better customer experiences.
  • You can place yourself in the customer's shoes and address problems with more empathy.
  • You possess excellent interpersonal as well as written and verbal communication skills.
  • You have lead people in your previous roles and can build efficient teams.
Ref :00317011

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