Customer Experience Officer

Position Overview

The Area Office Customer Handling Executive is responsible for managing customer interactions and ensuring a high level of customer experience in the area office. This role involves handling customer queries / complaints/ request, and providing information about our products and services. The ideal candidate will have excellent communication skills, a strong understanding of financial products, and the ability to handle various customer scenarios effectively.

Roles and Responsibilities

Greet and assist customers who visit the area office.
Address customer queries and concerns related to services.
Provide accurate and timely information regarding loan account statuses, NOC, RC, Refund, Emangate and other necessary services.

Resolve customer complaints and issues in a professional and timely manner.
Conduct follow-up calls or meetings to ensure customer satisfaction and resolve any outstanding issues.

Maintain a thorough understanding of the companys products and services.
Educate customers about self service features/channels, benefits, etc.

Maintain customer visit records in CRM with purpose of visit and resolution details.

Adhere to company policies, procedures, and regulatory requirements.
Prepare regular reports on customer interactions, transaction volumes, and feedback.