JOB DETAILS:
Job Purpose :
Responsible for designing and implementing the service delivery and grievance redressal processes and policies for the bank to ensure consistent delivery and seamless customer experience. Drive innovation on customer experience.
Key Responsibilities :
• Develop and implement strategies to enhance customer experience and keep up-to-date with industry trends and best practices in customer experience management.
• Work with the functional “service champions” to establish peer reviews, adopt and implement best practices, develop internal and external benchmarking, and continually improve the service and operational processes.
• Contribute to product development and improvement through continuous feedback analysis collected through the customer service forms and feedback.
• Establish and manage key customer experience processes.
• Engage with customers on social media by providing helpful information and addressing their concerns.
• Manage and maintain exceptional service at all times and…
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