A Financial Services Corporate based out of Goregaon is hiring for Customer Experience Specialist with mandatory experience in Financial Services or Banking Sector

Requirements:

● Qualification MBA or relevant Bachelor’s degree.

● Experience 1-5 years of professional work experience in a member facing position.

Responsibilities:

As a Member Onboarding Specialist, you will be the flagbearer of member experience and an integral part of our team.

● Guiding members through account set-up, product queries, transaction issues and any other challenges they may face.

● Educating members on our tools and features to enhance adoption and retention.

● Collaborating with the rest of the team on new member-centric initiatives.

● Troubleshooting issues faced during the member lifecycle.

● Delivering a WOW member experience every time.

● Support members via the in-app chat service, emails and over the phone throughout the member journey, particularly during the MVP launch phases

● Resolve both routine and complex enquiries in a thorough and expeditious manner, escalating to appropriate teams and individuals as required.

● Address member complaints in a compassionate and patient manner.

● Strive to achieve high member satisfaction by going above and beyond.

● Motivate and encourage members across the member journey to maximize member satisfaction.

● Identify any concerns by asking relevant questions and escalating to management/other teams where necessary.

● Continuously improve the member support process using insight into the overall experience, tracking feedback, and providing such a team meeting.

● Work on ensuring quick response time, and ensure a stellar member experience.

● Proactively review the user journey, find and work upon areas of improvement.

● Taking a consultative approach to helping members overcome issues and achieve goals to provide them with a 7-star experience.

● Overseeing the entire member lifecycle from onboarding right through to enabling business success for members.

Skills ● Excellent written and verbal communication skills and strong command over the English language. A good story teller. ● Problem Solving ability with strong solution orientation ● Prior experience working in a member-facing role or in the hospitality industry (preferred) ● Proactiveness and ability to take ownership of tasks and projects ● Strong operational expertise, time management skills and a growth mindset ● Ability to synthesize member feedback and share it with the team ● A team player who is eager to collaborate with members and team members ● Experience in building and maintaining relationships, while working to mitigate churn and drive engagement and renewals. ● Critical thinking and problem- solving skills. ● Excellent organization, prioritisation, and multi-tasking skills with strong attention to detail. ● Empathy and compassion to work within a team and independently. ● Ability to use CRM tools and systems, exposure dealing with data privacy (nice-to-have)