Job Opening for CRM Operations

Job Description:

Key Responsibilities: ● AI Strategy & Solution Design: ○ Design AI-based solutions (chatbots, voice bots, AI-driven CRMs, etc.) to automate and enhance the customer care experience. ○ Identify and evaluate AI tools and platforms that can be integrated into our current systems. ○ Develop a long-term AI strategy for the customer care department, balancing automation and human interaction. ● Operational Efficiency & Automation: ○ Analyze current customer care operations to identify pain points and opportunities for AI-driven process optimization. ○ Work closely with the operations team to understand customer service workflows, bottlenecks, and areas for automation. ○ Implement AI models for predictive analysis to anticipate customer queries, reducing call volume and response time. ● AI Implementation: ○ Lead the deployment and integration of AI solutions, ensuring they are aligned with operational goals. ○ Oversee the testing and iterative improvement of AI tools based on performance metrics and customer feedback. ○ Ensure seamless collaboration between AI systems and human agents for escalated cases. ● Customer Experience Management: ○ Ensure AI-driven solutions improve customer satisfaction by offering timely, accurate, and personalized responses.

Use natural language processing (NLP) models to improve the comprehension of customer queries across multiple channels (phone, email, chat). ○ Monitor the performance and effectiveness of AI systems and optimize for enhanced customer interactions. ● Cross-functional Collaboration: ○ Collaborate with IT, operations, and customer care teams to ensure the AI solutions are technically sound and operationally viable. ○ Liaise with AI/ML vendors, consultants, and technical teams for successful product implementation. ● Data Analysis & Insights: ○ Use data analytics to track customer query trends, solution performance, and operational efficiency improvements. ○ Leverage AI-driven insights to provide actionable recommendations for customer care strategies.

Qualifications: ● Experience: ○ Proven experience in designing and implementing AI solutions in customer service (chatbots, virtual assistants, etc.). ○ Experience working with machine learning models, NLP, and AI-driven customer care tools. ○ 1+ years of experience in customer care operations, preferably in a high-volume environment. ● Education: ○ Bachelor's degree in Computer Science, Information Technology, Operations, or related field. ○ Advanced degree or certifications in AI/ML or operational management is a plus. ● Technical Skills: ○ Strong knowledge of AI platforms and technologies (NLP, Chatbots, Machine Learning, etc.). ○ Experience with CRM software, customer analytics tools, and ticketing systems. ○ Familiarity with programming languages such as Python, R, or Java, and AI frameworks like TensorFlow, PyTorch, or similar. ● Soft Skills: ○ Strong problem-solving abilities and critical thinking skills. ○ Excellent communication and presentation skills for cross-functional collaboration. ○ Leadership abilities to spearhead innovative projects and drive results. ○ Ability to lead cross-functional teams and manage projects in a fast-paced environment

Preferred Qualifications: ● Experience in developing AI-driven solutions for customer support, fraud detection, risk management, or sales optimization in BFSI. ● Knowledge of LLM/GenerativeAI, natural language processing (NLP) and chatbot development for automating customer service interactions. ● Familiarity with regulatory and data privacy challenges in BFSI (e.g., ISO, PCI-DSS).

Benefits: ● Competitive salary and performance-based incentives. ● Health insurance and retirement benefits. ● Opportunity to work on cutting-edge AI/ML projects in the BFSI sector. ● Continuous learning and development opportunities, including access to AI/ML training resources. Perks and Benefits: ● Yearly Performance Incentive ● Statutory benefit like Provident Fund, ESI (Employees' State Insurance) ● Life Insurance ● Mediclaim (if ESIC not applicable) ● Privilege Leave ● Sick Leave ● 2nd and 4th Saturday Off and all public holidays