Job Purpose
The Associate - Customer Relationship Manager supports the Customer Relationship Management team by assisting with initiatives aimed at enhancing customer satisfaction and loyalty. This role involves managing customer feedback, supporting the administration of surveys, tracking Net Promoter Scores (NPS), and ensuring that customer issues are addressed effectively. The Associate will contribute to process improvements and collaborate with various departments to ensure a seamless customer experience.
Main Accountabilities
Customer Satisfaction Support:
• Assist in implementing strategies designed to improve customer satisfaction and overall experience.
• Monitor and review customer feedback to identify common trends and areas for improvement.
• Support efforts to address and resolve customer issues in a timely manner.
Survey Administration and NPS Tracking:
• Help manage the distribution and collection of customer satisfaction surveys.
• Track and analyze Net Promoter Score (NPS) data to assess customer loyalty and identify potential areas for improvement.
• Assist in the development of action plans based on survey results and NPS feedback to enhance customer experience.
Regulatory Compliance:
• Support compliance with regulatory standards related to customer complaints and service quality.
• Assist in handling customer complaints and ensuring resolutions align with regulatory and company policies.
• Work with internal teams to ensure adherence to regulatory requirements.
Process Improvement:
• Contribute to identifying and implementing process improvements based on customer feedback and performance metrics.
• Support initiatives to reduce customer complaints and improve retention rates.
Reporting and Analysis:
• Assist in preparing reports on customer satisfaction, NPS, and compliance metrics for management review.
• Analyze data to provide actionable insights and recommendations for enhancing customer experience.
Cross-Functional Collaboration:
• Collaborate with other departments (e.g., Sales, Marketing, Operations) to ensure alignment of customer service strategies.
• Address cross-functional issues that impact customer satisfaction and work towards integrated solutions.
Qualification : Post Graduate/Graduate in any discipline
Tata Capital Limited is a subsidiary of Tata Sons Limited. The Company is registered with the Reserve Bank of India as a Core Investment Company and offers through itself and its subsidiaries fund and fee-based financial services to its customers, under the Tata Capital brand.
As a trusted and customer-centric, one-stop financial services provider, Tata Capital caters to the diverse needs of retail, corporate and institutional customers, across various areas of business namely the Commercial Finance, Infrastructure Finance, Cleantech Finance, Wealth Management, Consumer Loans and distribution and marketing of Tata Cards. Tata Capital has over 500+ branches spanning all critical markets in India.
