As an Operations Executive, you will play a vital role in our back-office operations, supporting the Customer Care Executive (CCE) team. Your primary focus will be to streamline processes, manage resources, and ensure a seamless customer experience. You will work closely with the CCEs to resolve customer inquiries, escalate issues, and maintain high levels of customer satisfaction. This role requires excellent organizational skills, a proactive mindset, and the ability to work effectively in a fast-paced environment.
Responsibilities
Manage and oversee back-office operations, ensuring efficient workflow and resource allocation.
Collaborate with the CCE team to handle customer inquiries, provide timely responses, and resolve issues.
Implement and maintain effective customer care processes, aiming for continuous improvement.
Monitor and analyze customer feedback, identifying areas for enhancement and implementing strategies to address concerns.
Develop and maintain strong relationships with internal teams and external partners to ensure smooth operations.
Ensure compliance with company policies and procedures, maintaining high standards of customer service.
Conduct regular performance reviews and provide feedback to the CCE team, fostering a culture of continuous learning.
Stay updated with industry trends and best practices, suggesting innovative solutions to enhance customer care.
Assist in training and onboarding new CCEs, ensuring they are equipped with the necessary skills and knowledge.
Qualifications
A bachelor's degree in Business Administration, Customer Service, or a related field is preferred.
Minimum 2 years of experience in a similar role, preferably in the BFSI industry.
Excellent communication and interpersonal skills, with a customer-centric approach.
Robust organizational and time management abilities, able to prioritize tasks effectively.
Proficiency in using customer relationship management (CRM) systems and other relevant software.
Analytical minds