About the role
- Manage and oversee back-office operations, ensuring efficient workflow and timely response to customer inquiries.
- Collaborate with the CCE team to develop and implement strategies for improving customer satisfaction and retention.
- Monitor and analyze customer feedback and trends to identify areas for process improvement and enhance the overall customer experience.
- Handle escalations and complex customer issues, providing effective solutions and ensuring customer satisfaction.
- Maintain accurate records and documentation of customer interactions and ensure data integrity.
- Train and mentor junior team members, providing guidance and support to enhance their skills and performance.
- Conduct regular performance reviews and provide constructive feedback to the CCE team, fostering a culture of continuous improvement.
- Stay updated with industry trends, best practices, and emerging technologies to enhance operational efficiency.
- Build and maintain strong relationships with internal stakeholders, including other departments and teams, to ensure smooth collaboration.
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- Minimum 2 years of experience in a similar operations or customer care role, preferably in the BFSI industry.
- Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships.
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- Proficiency in using MS Office suite and other relevant software for data management and analysis.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Ability to work independently and as part of a team, demonstrating a collaborative and supportive attitude.
- Excellent problem-solving skills and a customer-centric approach to handling inquiries and issues.
- Willingness to learn and adapt to changing industry trends and technologies.
- Strong work ethic, professionalism, and a commitment to delivering exceptional customer service.