PURPOSE
The Customer Success Manager is responsible for building and maintaining strong relationships with MFL customers, providing personalized support, and ensuring the highest level of customer satisfaction. The role play a pivotal role in enhancing the overall customer experience and maximizing customer retention and growth.
Customer Engagement |
- Proactively engage with MFL customers to understand their financial goals, needs, and preferences.
- Build and nurture relationships with a portfolio of assigned customers.
- Provide personalized financial advice and solutions to help customers achieve their financial objectives.
- Educate customers on the SULB products and services, including loans, savings or any other need-based products or services.
- Address customer inquiries, concerns, and complaints promptly and professionally.
- Collaborate with other MFL/SULB functions to resolve complex issues.
- Collect and analyze customer feedback to continually enhance the customer experience and drive process improvements.
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Account Management |
- Monitor customer accounts to ensure they are utilized effectively and suggest relevant Muthoot solutions.
- Track customer usage and make recommendations for account adjustments as necessary.
- Develop strategies to increase customer retention and identify opportunities to expand customer relationships with additional MFL services.
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Data, Compliance and Documentation |
- Maintain accurate and up-to-date customer records, interactions, and feedback in the internal CRM system.
- Analyze customer data to identify trends, opportunities, and areas for improvement in customer engagement and satisfaction.
- Ensure that all customer interactions and recommendations comply with NBFC regulations and policies.
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Educational Qualification – Graduate / Postgraduate, Desirable – MBA
Experience – 6-9 years of experience in customer service or customer success position strongly preferred. Experience in working with brand image and promoting value through customer experience.