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11 Motilal Oswal Financial Services Jobs in Mumbai Suburban

Customer Experience

2-5 years

₹ 3 - 8L/yr

Mumbai, Mumbai Suburban

5 vacancies

Customer Experience

Motilal Oswal Financial Services

posted 4hr ago

Job Role Insights

Fixed timing

Job Description

Key Responsibilities:

  • Customer Journey Mapping: Analyze and map the customer journey to identify pain points and improve touchpoints.
  • Process Improvement: Develop strategies to enhance customer interactions across all channels (calls, emails, chat, etc.).
  • Feedback Management: Collect, analyze, and act on customer feedback to improve satisfaction and retention.Escalation Handling: Oversee complex customer issues and provide solutions to ensure resolution.
  • Performance Tracking: Monitor key metrics like CSAT, NPS, and resolution time to identify improvement areas.
  • Collaboration: Work with sales, marketing, and product teams to align customer experience goals.
  • Training & Development: Conduct regular training sessions to upskill teams on customer interaction best practices.

Key Skills & Qualifications:

  • Proven experience as a Customer Experience Manager, Customer Support Manager, or similar role.
  • Strong understanding of customer journey mapping and service design principles.
  • Excellent communication, problem-solving, and conflict resolution skills.
  • Proficient in CRM tools like Zendesk, Freshdesk, or similar platforms.
  • Analytical mindset with experience in data-driven decision-making.
  • Ability to manage teams and lead cross-functional collaboration.

Preferred Qualifications:

  • Experience in the stock market, financial services, or SaaS industry.
  • Familiarity with customer engagement platforms and feedback tools.

Success Metrics:

  • Improvement in CSAT (Customer Satisfaction Score).
  • Reduction in average resolution time.
  • Increase in customer retention and renewals.


Employment Type: Full Time, Permanent

Read full job description

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What people at Motilal Oswal Financial Services are saying

What Motilal Oswal Financial Services employees are saying about work life

based on 2.7k employees
62%
43%
46%
99%
Strict timing
Monday to Saturday
No travel
Day Shift
View more insights

Motilal Oswal Financial Services Benefits

Submitted by Company
Health Insurance
Job Training
Life Insurance
Maternity Leave
Sick Leave
Privilege Leave +1 more
Submitted by Employees
Job Training
Soft Skill Training
Health Insurance
Cafeteria
Work From Home
Team Outings +6 more
View more benefits

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Motilal Oswal Financial Services Mumbai Office Location

View all
Mumbai, Maharashtra Office
Headquarter
Motilal Oswal Tower, Rahimtullah Sayani Road, Opposite Parel ST Depot, Prabhadevi, Mumbai - 400025 Mumbai, Maharashtra
400025

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