Senior Recruitment Manager at AIM Future Consulting
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Customer Experience Specialist - Financial Institution (2-10 yrs)
Looking for Customer Experience Analyst (Credit Cards) :
- Minimum 2+ years- Experience Required as Customer Experience Specialist
- Minimum 1 year Experience required in Credit Cards Process
Work from Office - Location - Gurgaon
- Must have Worked in FinTech
- We are looking for an enthusiastic and dedicated Customer Experience Analyst to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.
- To ensure success as a customer experience specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch Customer Experience Specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.
Job Description :
- Efficiently and promptly resolve customer complaints and questions by clarifying customers- issues.
- Determining the cause of the problem; selecting and explaining the best solution to solve the problem and following up to ensure resolution.
- Provide feedback and ideas on the efficiency of the customer service processes.
- Attending training sessions to grow knowledge of products and to develop customer service skills.
- Escalate any customer complaints to the Team Lead and ensure solutions have been delivered
- Keep track of all the Customer Support Channels and Open Issues to ensure
- Conduct surveys by calling the existing customers and getting a pulse of the customers towards the better Credit Card.
- Reporting issues for dissatisfied customers received from the survey conducted.
- Generate organic leads while conducting surveys for the customer.
Requirements :
- Excellent Verbal and Written Communication - English & Hindi
- Understanding of Microsoft Office (Excel and Power-Point) is mandatory
- Good Knowledge of Training Delivery, Presentation and Coaching Skills
- Good knowledge of customer support
- The candidate should have excellent problem-solving capabilities and lateral thinking skills.
- Minimum 1 year experience as a Training (preferably in a Fintech or Credit Cards)
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