Zaggle is one of India’s leading B2B SaaS FinTech company, digitizing spends to drive growth and unlock value through automated and innovative workflows. Visit us in http://zaggle.in

With an array of products under one umbrella, we build world-class financial solutions and products to manage the Business Expenses of Corporates, SMEs, & Start-Ups.

Our team has been a pioneer in reinventing Spend Management space with a vision to deliver top-class services to our customers. We believe “Innovation is the Key” and Zaggle has been instrumental with launching multiple successful products in the last 3 years. Today we are 300+ member robust team spread across Technology, Product, Sales, Implementation Services, Finance, Marketing, HR, Legal and Support functions. Our growth has been phenomenal for the last 3 years wherein we’ve grown both in terms of revenue as well as employee base.

Please refer to the below links that will give you a glimpse of these products, their demand, market positioning and thought behind such innovations:

- https://moneycontrol.com/news/business/ipo/zaggle-prepaid-ocean-services-raises-rs-73-crore-via-private-placement-ahead-of-ipo-launch-11218221.html
- https://zaggle.in/blog/tag/expense-management-system
- https://zagglezoyer.com
- https://indiainfoline.com/article/news-top-story/zaggle-prepaid-receives-green-signal-from-sebi-to-raise-funds-via-ipo-1680689417213_1.html
https://pymnts.com/news/b2b-payments/2022/indian-fintech-zaggle-launches-accounts-payable-credit-card-payments-platform

Key Responsibilities:

People Management:

- Should have the spark to lead by example, self-starter.




- Manage internal and external stakeholders to drive continuous measurement and improvement of performance with regards to customer experience
- Motivate, engage, and mentor team members to help them achieve their full potential.
- Ensure appropriate learning and growth opportunities are provided to the team members.

Customer Experience:

- Work strongly on metrics driven approach.
- Focus on end user experience and delight. Users of both the SaaS platform and Cards
- Identify various facets of user engagement/ interactions during customer lifecycle and build robust processes around the same.
- Build propositions for Service Excellence as a 'USP' for cards & SaaS platform.
- Define customer service delivery standards for the channels - centralized Contact Centre, digital through app/ web/ third party platform to ensure consistent client experience.
- Build strong service excellence ethos which is reflected in all user communication; verbal/ written, automated/ human engagement.
- Development of user engagement strategy and identify opportunities to drive it through different customer touch points.
- Assessing and analysing service quality through data and preparing detailed reports and providing well thought out recommendations on your findings.




- Drive C-Sat survey & NPS periodically and develop effective solutions on all actional insights.

Vendors / Agencies / Contact Centre:

- Review SLA’s with Agencies / Contact Centre to assess to suit Zaggle’s current needs
- Ensure adherence to agreed SLA’s and defined metrics for ensuring consistent client experience for as well as to measure and track performance of the Vendors.
- Continuous review on a periodic basis and ensure business continuity through sound processes and infrastructure.
- Ensure all customer touch points staff are well trained and equipped to handle all queries and complaints across all products.
- Design cross sell and up sell programs for contact centre staff to drive these initiatives Customer Experience & Service, Lead across all Products Propel (Channel Incentives & R&R;) Edge Save EMS Zoyer Credit Cards

Grievance Handling:

- Drive Customer Relationship Management Software (CRM) implementation strategy of the service delivery platform through automation and standardization of processes.
- Ensure maintenance of the CRM system to ensure all customer interactions are captured in the system and tracked for timely closure.
- Ensure robust process controls to drive compliant operations in the contact centre and other customer service delivery channels.
- Ensure root cause analysis is done for all complaints in a proactive manner.
- Communicate and co-ordinate with internal departments for arriving at a resolutions.
- Dealing with complaints and ensuring resolutions within agreed Turn Around Time

📌 Customer Excellence (Manager / Deputy Manager) (India)
🏢 Zaggle
📍 India