Senior Manager Customer Experience

TVS Credit Services Ltd

5 - 10 years

10 - 15 Lacs

kolkata pune

Posted:4 days ago| Platform:

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Skills Required

customer experience escalation management complaint management customer escalation customer satisfaction customer complaints customer satisfaction index

Work Mode

Work from Office

Job Type

Full Time

Job Description

Functional

Responsibilities

Team Leadership and Management:
Supervise and support the Area Office Customer Handling Executives.
Provide guidance, training, and performance feedback to team members.
Conduct regular team meetings to review performance, address issues, and share updates.
Operational Oversight:
Ensure smooth day-to-day operations of the area office.
Monitor and analyze customer experience metrics to assess performance and identify areas for improvement.
Implement and enforce standard operating procedures and best practices.
Strategic Planning:
Develop and execute strategies to improve customer service and operational efficiency.
Set performance goals for the team and ensure they align with overall company objectives.
Customer Service Excellence:

Functional Competencies

Strong leadership and team management skills.
Excellent communication, interpersonal, and negotiation
Proven ability to analyze data, identify trends, and make strategic decisions.
Proficiency in office software (MS Office Suite) and customer management systems like CRM.
Strong problem-solving skills and a proactive approach to managing challenges.
Ability to work under pressure and handle multiple tasks simultaneously.
High level of professionalism and commitment to achieving results.
Dashboard and MIS preparation and management

Decision Making and People Management skills

Experience

Minimum of 5-7 years of experience in direct customer handling role, with at least 2-3 years in a managerial role, preferably within the financial services

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