Senior Executive - Customer Management
We are looking for a Senior Executive – Customer Management to ensure efficient handling of customer queries, issues, and complaints across multiple channels. The role requires delivering excellent customer experiences, maintaining compliance with business, policy, and data protection requirements, and supporting team performance. Experienced advisors may also coach and mentor colleagues to drive customer satisfaction and efficiency.
Requirements
Proven experience in customer service, call center, or customer management roles.
Strong problem-solving skills with the ability to handle escalated complaints.
Excellent communication skills (verbal and written).
Proficiency in MS Office and CRM systems.
Ability to multitask and work efficiently across multiple channels.
Experience mentoring or coaching colleagues is an advantage.
Strong understanding of customer-first principles and commitment to service excellence.
Responsibilities
Achieve customer and client KPI targets for all contact channels (calls, email, chat, etc.).
Provide a customer-focused, right-first-time service, ensuring timely and effective resolution of customer concerns.
Manage and resolve complaints in line with business, policy, and legal standards.
Capture accurate data and update relevant systems promptly.
Respond to queries from internal and external customers across all available channels.
Support Team Leaders by mentoring and coaching less experienced advisors to improve overall performance.
Ensure all activities comply with data protection and company policies.
The application process will continue on the employer's website.
Location
Pune