Talent Acquisition at Getvantage Tech Pvt Ltd
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GetVantage - Senior Executive - Customer Experience (2-5 yrs)
Industry requirement : NBFC/Fin-Tech
Products : MSME or Business Loans/Revenue Based Products, Term Loan.
Responsibilities :
- Manage and ensure the Customer Service, client inquiries, complaints and requests through Inbound/Outbound Emails, calls, & chat are responded within TAT.
- Ensure resolution TATs are achieved.
- Conduct RCA and enable coordination with internal stake holders for timely resolutions.
- Liaise with other functional leads to ensure team is updated with new products/processed.
- Maintain and update SOPs and email/chat responses to ensure standardization in communication.
- Monitor CRM for tracking and escalation and Publish MIS to showcase productivity, efficiency and TAT achievement by the team.
- Ensure Service NPS is maintained as per the company target
Key Skills :
- Sound understanding/knowledge about various financials products and structures
- Internal and external Channel management
- Experience in providing customer service support
- Proficiency in English and email drafting skills
- Working knowledge of customer service software, databases and tools
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
