CX & Operations Executive

Role & responsibilities

1. Customer Experience Management:

• Oversee and improve the end-to-end customer journey, specifically for forex-related services, identifying and resolving pain points to optimize customer satisfaction.
• Manage multiple key accounts, including NBFCs, educational consultants, agents, and individual customers, handling their forex transactions efficiently for the regions.
• Gather and analyze customer feedback to understand client needs and expectations, implementing strategies that enhance satisfaction and retention

2. Sales Strategies

• During off-season, Should know sales and onboard the clients.(B2B)

3. Seamless International Payments:

• Handle international outward remittances, such as AD2 payments for university fees and living expenses, ensuring a smooth and compliant process.
• Provide timely TT/SWIFT copies to clients, contributing to an efficient and transparent transaction process that enhances client confidence.

4. Streamlined Operations & Compliance

• Execute various sales and operational responsibilities, including KYC/AML compliance, documentation verification, forex rate negotiation, and transaction monitoring.
• Maintain a secure environment for all transactions processed, ensuring compliance with regulatory requirements and contributing to operational efficiency.

5. Issue Resolution

• Act as a point of escalation for complex customer issues, diligently investigating and resolving cases to minimize unresolved issues.
• Streamline the escalation process to facilitate timely and effective resolutions, enhancing overall client satisfaction and experience.

6. Cross-Functional Collaboration

• Collaborate seamlessly with internal teams such as operations core, sales, marketing, and product development to resolve customer pain points effectively.
• Launch new initiatives aimed at improving customer interactions and operational processes, ensuring a unified approach to enhancing the customer experience.

Qualifications:

Bachelor's degree in Business, Operations, Customer Experience, or a related field.

Minimum 2+ years of experience in customer experience, operations, or a similar role.

Strong problem solving skills with a solution oriented mindset.

Excellent communication and interpersonal skills.

Experience with CRM and CX tools is a plus.

Analytical skills with the ability to interpret data and use insights to make informed decisions.