{"jobData":{"status":true,"message":"Job Found ","data":{"contentModerationStatus":false,"jobLocation":["Mumbai City, Maharashtra"],"dniCategory":null,"employementType":["FullTime"],"salaryHide":true,"industries":["Engineering"],"functionalArea":["Engineering"],"languagesKnown":["English"],"certificationRequired":[],"skills":["Tech","Fintech","NPS","Csat Scores"],"recepientEmailAddress":["divyalm@shenzyn.com"],"forwardApplication":["divyalm@shenzyn.com"],"status":"Active","listofApplicants":[],"selected":[],"offered":[],"rejected":[],"joined":[],"jobPostingApproved":true,"jobPostingCompletionPercent":"100%","testJobPost":false,"_id":"61c305ba4b3f2423e0d88fe2","educationalDetails":[{"degree":["","M.B.A","M.Com"],"_id":"61cbf54b9de36523ea43a90e","qualification":"Post Graduation","specialization":"IT"}],"profilesByPartner":[{"status":["SUBMITTED"],"dniCategory":[],"_id":"61cbf5629de36523ea43a90f","applicantName":"Pramila Veluri","applicantEmailId":"pramila1410@gmail.com","applicantPhone":8142001482,"applicantExperience":16,"applicantLastCompany":"","profileSubmittedBy":"recommendation","CompanySubmittedBy":"shenzyn","resumeUplodedUrl":"https://shenzyn-uploads.s3.ap-south-1.amazonaws.com/TextResumes/undefined_Pramila%252520Veluri_wm_wm.pdf","profileMatchPercentage":"81.55","cosineScore":"12.15","ProfileSubmittedTimeStamp":"2021-12-29T05:42:58.421Z"}],"shortlistedProfiles":[],"discussionThread":[],"jobId":42887506,"companyName":"IDFC FIRST Bank","jobPostedBy":"idfcshenzyn@gmail.com","jobPostedDate":"2021-12-22T11:02:18.557Z","__v":0,"companyType":"Large","interviewRounds":null,"jdVideo":"","jobDescription":"

 Should have experience in Customer Engagement Operations for at least 10 years.

·         Preferred experience in managing customer escalations vide Social Media, E Mail, chats and electronic platforms in a Consumer Tech / Fin tech environment

·         Strong experience in quality engineering, process improvement and operational excellence.

·         Driving and Executing Service engagement for the Bank across all social media Platforms and Email mediums.

·         Meeting desired SLAs: speed of Response, First Contact Resolution, on platform closure and user ratings on all mediums

·         Voice of Customer: Develop and manage performance goals in order meet customer promise expectations ie NPS / Csat Scores

·         Solving complex service issues and proactively managing negative service trends.

·         Analysing interactions data, working with cross functional teams to improve customer journeys.

·         Managing Statutory Regulations and Online Reputation for the bank

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