Self Goals
- Curate a delightful customer experience at every customer touch point right from onboarding to the exit of the customer.
- Keep track of customer journeys and liaison with internal teams to ensure that there are no gaps in the customer experience at any stage
- Manage end to end customer communication
- Measure, track and analyze customer feedback and drive, implement improvements based on the insights gathered
- Manage Lead nurturing and marketing automation platforms and identify opportunities for cross-selling
- Drive proactive customer service initiatives using new-age self-service methods
Team Goals-
-Ensuring 100% call/email/BOT reply within TAT
-Ensuring call quality as per said parameters of the team
-Training and implementation of recent/upgrade technologies
-Call monitoring and quality analysis and subsequent training to team user
-Monitoring on CRM and Ticket raising System to ensure prompt and correct query resolution in TAT
-Team Management
Educational Qualifications - Graduate/Postgraduate in any stream
Experience and Skills Required:
- 5 + years of relevant managerial experience in the Broking Industry
- Strong attention to detail with an analytical mind and outstanding problem-solving skills