Zaggle is one of India’s leading B2B SaaS FinTech company, digitizing spends to drive growth and unlock value through automated and innovative workflows. Visit us in http://zaggle.in
With an array of products under one umbrella, we build world-class financial solutions and products to manage the Business Expenses of Corporates, SMEs, & Start-Ups.
Our team has been a pioneer in reinventing Spend Management space with a vision to deliver top-class services to our customers. We believe “Innovation is the Key” and Zaggle has been instrumental with launching multiple successful products in the last 3 years. Today we are 300+ member strong team spread across Technology, Product, Sales, Implementation Services, Finance, Marketing, HR, Legal and Support functions. Our growth has been phenomenal for the last 3 years wherein we’ve grown both in terms of revenue as well as employee base.
Please refer to the below links that will give you a glimpse of these products, their demand, market positioning and thought behind such innovations:
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https://moneycontrol.com/news/business/ipo/zaggle-prepaid-ocean-services-raises-rs-73-crore-via-private-placement-ahead-of-ipo-launch-11218221.html
- https://zaggle.in/blog/tag/expense-management-system
- https://zagglezoyer.com
- https://indiainfoline.com/article/news-top-story/zaggle-prepaid-receives-green-signal-from-sebi-to-raise-funds-via-ipo-1680689417213_1.html
https://pymnts.com/news/b2b-payments/2022/indian-fintech-zaggle-launches-accounts-payable-credit-card-payments-platform
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Key Responsibilities:
People Management:
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Should have the spark to lead by example, self-starter.
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Manage internal and external stakeholders to drive continuous measurement and improvement of performance with regards to customer experience
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Motivate, engage, and mentor team members to help them achieve their full potential.
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Ensure appropriate learning and growth opportunities are provided to the team members.
Customer Experience:
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Work strongly on metrics driven approach.
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Focus on end user experience and delight. Users of both the SaaS platform and Cards
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Identify various facets of user engagement/ interactions during customer lifecycle and build robust processes around the same.
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Build propositions for Service Excellence as a 'USP' for cards & SaaS platform.
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Define customer service delivery standards for the channels - centralized Contact Centre, digital through app/ web/ third party platform to ensure consistent client experience.
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Build strong service excellence ethos which is reflected in all user communication; verbal/ written, automated/ human engagement.
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Development of user engagement strategy and identify opportunities to drive it through different customer touch points.
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Assessing and analysing service quality through data and preparing detailed reports and providing well thought out recommendations on your findings.
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Drive C-Sat survey & NPS periodically and develop effective solutions on all actional insights.
Vendors / Agencies / Contact Centre:
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Review SLA’s with Agencies / Contact Centre to assess to suit Zaggle’s current needs
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Ensure adherence to agreed SLA’s and defined metrics for ensuring consistent client experience for as well as to measure and track performance of the Vendors.
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Continuous review on a periodic basis and ensure business continuity through sound processes and infrastructure.
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Ensure all customer touch points staff are well trained and equipped to handle all queries and complaints across all products.
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Design cross sell and up sell programs for contact centre staff to drive these initiatives Customer Experience & Service, Lead across all Products Propel (Channel Incentives & R&R) Edge Save EMS Zoyer Credit Cards
Grievance Handling:
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Drive Customer Relationship Management Software (CRM) implementation strategy of the service delivery platform through automation and standardization of processes.
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Ensure maintenance of the CRM system to ensure all customer interactions are captured in the system and tracked for timely closure.
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Ensure robust process controls to drive compliant operations in the contact centre and other customer service delivery channels.
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Ensure root cause analysis is done for all complaints in a proactive manner.
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Communicate and co-ordinate with internal departments for arriving at a resolutions.
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Dealing with complaints and ensuring resolutions within agreed Turn Around Time
