Customer Service & Experience Role - FinTech (5-10 yrs)

- Customer Service Strategy & Leadership:

- Develop and implement customer service strategies that align with company's goals and objectives.

- Lead, mentor, and manage the customer service team to ensure consistent and high-quality service delivery.

- Foster a customer-centric culture that prioritizes service excellence at every touchpoint.

- Customer Experience Enhancement:

- Design and oversee initiatives to improve the end-to-end customer journey, enhancing overall customer satisfaction.

- Identify pain points and areas for improvement through customer feedback, data analysis, and industry benchmarking.

- Collaborate with product, marketing, and operations teams to ensure a seamless customer experience across all platforms.

- Build and lead a high-performing team of customer service professionals.

- Provide coaching, training, and development opportunities to enhance team performance.

- Oversee the handling of escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.

- Analyze recurring problems, develop proactive solutions, and communicate feedback to relevant internal stakeholders for continuous improvement.