Manager - CRM - Training - RFB

Tata Capital

2 - 7 years

7 - 12 Lacs

mumbai pune delhi / ncr

Posted:None| Platform:

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Skills Required

customer relationship training retail assets ms office tools crm nbfc business development corporate sales retail sales marketing client relationship management b2b sales customer service delivery lead generation asset closure

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Objective of the Job:

Ensure the Customer Service executives are updated with the Process and System changes which has a bearing on the Customer Service/Experience.
Seamless onboarding of New Joiners.
Promote a culture of continuous learning.

Major Deliverables:

Conduct onboarding and refresher trainings for Customer Service employees across all channels.
Evaluate the training needs by way of Customer VOCs, Quality metrics of service request closure, Complaint RCAs, and discussions with Customer service delivery (CSD) heads/leads.
Release of monthly training calendar in line with the training needs.
Deliver/ facilitate the delivery of the monthly trainings
Engage with the stakeholders for functional understanding of the product/process and preparation of the training material.
Conduct Product evaluation test for the employees and share the inputs for refresher training needs with the supervisor and the CSD heads.
Facilitate OJT and certification of the Customer Service executives for Job Readiness.

Skill Sets:

Strong Written and Oral communication skills
Proficient in MS Office tools (Word/Power point/ Excel)
Quick learning ability
Strong organizational and time-management skills
Passion for employee development and continuous learning

Education:

Any Graduate/ Post Graduate (MBA preferred)

Experience:

Location - Mumbai,Delhi / NCR,Pune,Bangalore,Hyderabad,Chennai

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