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Posted 3w ago

Senior Executive

@ Digitide Solutions
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Thane, Maharashtra, India
OnsiteFull Time
Responsibilities:leading team, developing strategy, handling inquiries
Requirements Summary:Minimum 8 years in customer care/executive management, proven leadership, CRM proficiency, excellent communication and problem-solving, degree in business/customer service preferred, BFSI experience advantageous.
Technical Tools Mentioned:Customer Relationship Management (CRM) systems
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Job Description
As the Senior Executive, you will play a vital role in driving the success of our customer care operations. Your primary focus will be to oversee and manage a team of Customer Care Executives (CCEs), ensuring exceptional customer service and efficient issue resolution. You will be responsible for implementing strategies to enhance customer satisfaction and build positive relationships.

Responsibilities

  • Lead and mentor a team of CCEs, providing guidance and support to ensure high-quality customer service.
  • Develop and implement customer care strategies, policies, and procedures to meet business goals.
  • Monitor and analyze customer feedback and trends to identify areas for improvement.
  • Collaborate with other departments to ensure seamless customer experiences across all touchpoints.
  • Handle complex customer inquiries and escalate issues to the appropriate teams when necessary.
  • Ensure compliance with industry regulations and company policies in customer interactions.
  • Conduct regular performance evaluations and provide constructive feedback to CCEs.
  • Stay updated on industry trends and best practices in customer care and executive management.
  • Build and maintain strong relationships with key stakeholders and clients.

Qualifications

  • A minimum of 8 years of experience in customer care and executive management roles.
  • Proven leadership and management skills, with a track record of successful team management.
  • Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
  • Strong problem-solving and decision-making abilities, with a customer-centric approach.
  • Proficiency in using customer relationship management (CRM) systems and other relevant software.
  • Ability to work independently and manage multiple priorities effectively.
  • A degree in Business Administration, Customer Service, or a related field is preferred.
  • Certifications in customer service or executive management are an asset.
  • Experience in the BFSI industry is highly advantageous.

Company

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe. 

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise.  Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.  

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day.  We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.