The fintech of 2 decades old broking house , is hiring for Customer experience - Senior Profile (Team Leading )

Job Location - Goregaon East

Week offs - Alternate Saturdays and All Sundays

Skills ● Excellent written and verbal communication skills and strong command over the English language. A good story teller. ● Problem Solving ability with strong solution orientation ● Prior experience working in handling teams for member-facing role or in the hospitality industry (preferred) ● Proactiveness and ability to take ownership of tasks and projects ● Strong operational expertise, time management skills and a growth mindset

Job Description

● Guiding members through account set-up, product queries, transaction issues and any other challenges they may face.

● Educating members on our tools and features to enhance adoption and retention.

● Collaborating with the rest of the team on new member-centric initiatives.

● Troubleshooting issues faced during the member

● Ensure proper Support via the in-app chat service, emails and over the phone

● Resolve both routine and complex enquiries in a thorough and expeditious manner

● Motivate and encourage employees across the member journey to maximize member satisfaction.

● Continuously improve the member support process using insight into the overall experience, tracking feedback, and providing such a team meeting.

● Proactively review the user journey, find and work upon areas of improvement.

● Taking a consultative approach to helping members overcome issues and achieve goals to provide them with a 7-star experience.

● Overseeing the entire member lifecycle from onboarding right through to enabling business success for members.