Senior Executive at DigitED in Mumbai, Maharashtra, IN

Digitide Solutions Limited is seeking a Senior Executive to lead our CLM Domestic BFSI | Manpower - Back Office department. The ideal candidate will have extensive experience in customer care and a proven track record of building and maintaining positive customer relationships.

As the Senior Executive, you will be responsible for overseeing and managing the Customer Care Executive (CCE) team, ensuring exceptional customer service and support. Your role will involve strategic planning, team leadership, and driving continuous improvement in customer satisfaction. You will work closely with other departments to align customer care strategies with the company's overall goals and objectives.

Responsibilities

• Lead and mentor the CCE team, providing guidance and support to ensure high-quality customer service.
• Develop and implement customer care strategies to enhance customer satisfaction and loyalty.
• Monitor and analyze customer feedback and trends to identify areas for improvement.
• Collaborate with other departments to align customer care initiatives with the company's vision and mission.
• Ensure compliance with industry regulations and standards in customer care practices.
• Manage and resolve complex customer inquiries and complaints, providing timely and effective solutions.
• Conduct regular performance evaluations and provide constructive feedback to the CCE team.
• Stay updated with industry trends and best practices in customer care to drive innovation.
• Build and maintain strong relationships with key stakeholders and partners.
• Represent the company at industry events and conferences, promoting our customer care excellence.

Qualifications

• A minimum of 8 years of experience in customer care or a related field, with at least 3 years in a leadership role.
• Proven track record of successfully managing and leading customer care teams.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Strong problem-solving and decision-making abilities, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and tools.
• Ability to work independently and manage multiple priorities effectively.
• Analytical skills to interpret data and make data-driven decisions.
• Familiarity with industry regulations and best practices in customer care.
• Strong leadership and team-building skills, with a collaborative mindset.
• Willingness to stay updated with industry trends and continuous learning.