Customer Experience Strategy Manager

Purpose: To lead customer relationship management initiatives for the designated project, ensuring an exceptional customer experience while adhering to established processes.

Principal Accountabilities

• Customer Experience - Conduct regular reviews to ensure timely completion of customer onboarding formalities, monitoring each step of the process for adherence to deadlines and standards. Obtain required financial approvals for the assigned project from major financial institutes/ banks so that loan approval process for customers can be initiated. Keep up to date FAQ documents for easy reference in addressing customer queries for faster resolution. Guide the team in resolving complex queries in collaboration with various stakeholders. Take ownership of all escalations received from customers, addressing their concerns promptly and effectively to ensure a positive resolution and maintain customer satisfaction. Review sales agreements and a...

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