Assistant Manager/Manager -Query Resolution Unit

Fintech Pioneer

Assistant Manager/Manager -Query Resolution Unit

Unnati

Company

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Assistant Manager/Manager -Query Resolution Unit

at Fintech Pioneer

Agency job

via Unnati

4 - 6 yrs

₹6L - ₹9L / yr

Gurugram, Delhi, Noida, Ghaziabad, Faridabad

Skills

Customer Service

Customer Support

Customer Relationship Management (CRM)

Service delivery management

customer service manager

service excellence management

customer queries

Join a leading MCommerce company, set your career on a flight towards success and growth.

Our client is one of the oldest fintech companies that is taking banking and financial services to all the customers through their online platform. Having served over 50 million customers in the last 15 years, it is enabling over 7mn banking transactions each month, with a network of nearly 2 lac merchants. Using its vast network of merchant outlets, the platform is reaching the lower and mid-income groups who deal in cash, for them to be able to remit money across the country digitally. It now plans to take its unique digital financial solutions to developing markets across the globe. As pioneers of mobile-based payment services in India, they empower Retailers, Individuals and Businesses to have an online presence and earn or save a little extra through the transactions.

As a Assistant Manager/Manager -Query Resolution Unit, you will be responsible for interacting with customers and building relationships with them while ensuring their queries are being resolved as per company's standards.

What you will do:

Driving and overseeing a team of Customer Service Associate's via outsourced partners to ensure they are providing an exceptional customer experience
Mastermind creative ways to deliver an exceptional customer experience
Developing and overseeing the implementation of customer service protocols
Resolving complex customer problems or disputes in a professional manner
Coaching and supporting team members to help them meet departmental goals
Maintaining and documenting records of customer interactions for training purposes
Preparing monthly and quarterly departmental reports to determine whether KPIs are being met and adopting methods for improvement wherever necessary

Candidate Profile:

What you need to have:

Graduation degree or equivalent would be mandatory, BE/BTech/Post Graduation degree would be desirable.
5+ years prior experience in customer-facing roles
Proven experience in a leadership role is required
Excellent communication skills and the ability to anticipate the needs of customers
Must demonstrate strong analytical thinking skills
Should possess strong problem-solving skills and the ability to make sound judgement calls
Superior organizational and time management skills
Innovative, creative thinking skills to ensure the organization is providing a cutting-edge customer experience
Expertise in MS Excel, Word and PowerPoint
Customer Handling Experience in Fintech Setup Mandatory

Required Skill Set:

Bias for action: Run pilots and then evaluate/course-correct to scale or reject.
Highly analytical: Trust data to take decisions; have the ability to slice and dice data
Extreme ownership: Take responsibility for all the good and bad campaigns with a focus on improvement
Radical candor: Ability to speak your mind respectfully with fearless conviction
Self-driven: Demonstrate a positive, can-do attitude.
Excellent problem-solving skills with deep attention to detail.

Join a leading MCommerce company, set your career on a flight towards success and growth.

What you will do:

Driving and overseeing a team of Customer Service Associate's via outsourced partners to ensure they are providing an exceptional customer experience
Mastermind creative ways to deliver an exceptional customer experience
Developing and overseeing the implementation of customer service protocols
Resolving complex customer problems or disputes in a professional manner
Coaching and supporting team members to help them meet departmental goals
Maintaining and documenting records of customer interactions for training purposes
Preparing monthly and quarterly departmental reports to determine whether KPIs are being met and adopting methods for improvement wherever necessary

Candidate Profile:

What you need to have:

Graduation degree or equivalent would be mandatory, BE/BTech/Post Graduation degree would be desirable.
5+ years prior experience in customer-facing roles
Proven experience in a leadership role is required
Excellent communication skills and the ability to anticipate the needs of customers
Must demonstrate strong analytical thinking skills
Should possess strong problem-solving skills and the ability to make sound judgement calls
Superior organizational and time management skills
Innovative, creative thinking skills to ensure the organization is providing a cutting-edge customer experience
Expertise in MS Excel, Word and PowerPoint
Customer Handling Experience in Fintech Setup Mandatory

Required Skill Set:

Bias for action: Run pilots and then evaluate/course-correct to scale or reject.
Highly analytical: Trust data to take decisions; have the ability to slice and dice data
Extreme ownership: Take responsibility for all the good and bad campaigns with a focus on improvement
Radical candor: Ability to speak your mind respectfully with fearless conviction
Self-driven: Demonstrate a positive, can-do attitude.
Excellent problem-solving skills with deep attention to detail.

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