Client Relationship Manager

Globiva; Mumbai; On-site; INR 550,000 - 850,000; Full time

Job summary

Globiva in Mumbai seeks a Personal Service Ambassador for Affluent Credit Cards to deliver personalised service to premium cardholders. You will be the first point of contact, manage high-value relationships, greet clients at locations, and explain services, amenities, and banking facilities.

The role requires 2+ years in relationship management or premium card services, excellent English and Hindi, strong coordination with internal teams, and a proactive approach to resolving queries and

Qualifications

• Graduate or above.
• 2+ years in relationship management or premium card services.
• Knowledge of banking services and premium card features.
• Strong stakeholder management and coordination.
• Excellent English and Hindi; regional language preferred.
• Willingness to visit customers on request.

Responsibilities

• High-Value Client Relationship Management: cultivate deep relationships with affluent clients.
• Meet and Greet Service: welcome clients and explain services and facilities.
• Exceptional Client Support: end-to-end engagement and issue resolution.
• Exclusive Concierge & Lifestyle Management: arrange premium travel and lifestyle services.
• Strategic Collaboration: liaise with operations and sales for swift resolutions.
• Communication and Coordination: act as primary contact and maintain client records.

Skills

High-value client mgmt

Client relationship

Multichannel service

Concierge services

Stakeholder mgmt

Multitasking

Education

Graduate or above

Tools

CRM software

Calling systems

Job description

Job Title: - Personal Service Ambassador- Affluent Credit Cards

Location: Mumbai

Department: Customer Service for Affluent Credit Cards

We are looking for a highly skilled and experienced Personal Service Ambassador (PSA) to join our prestigious Credit Card Customer Service team. The PSA will be responsible for delivering an exceptional and personalized service experience to our premium credit card holders. This role demands an important level of professionalism, attention to detail, and a commitment to providing unparalleled customer service. The PSA will be the first point of contact for clients, helping with credit card services and inquiries.

KEY RESPONSIBILITIES:

• High-Value Client Relationship Management: Cultivate and maintain deep, trusted relationships with affluent clients, delivering personalized attention and seamless banking experience that strengthens loyalty and engagement.
• Meet and Greet Service: Welcome clients at designated locations, ensuring a warm and professional greeting. Provide clear and concise information about services, amenities, and the facilities. Assist clients with their needs, addressing queries, resolving issues and arranging concierge services.
• Exceptional Client Support: End to end engagement with clients by ensuring efficient processes, conducting in-person meetings and solving queries efficiently to ensure client satisfaction and retention.
• Exclusive Concierge & Lifestyle Management Deliver a personalized concierge experience, facilitating premium travel, lifestyle, and financial privileges that elevate the banks brand and client perception.
• Strategic Collaboration: Engage strategically with verticals like operations Business, Technology, etc. to drive swift resolutions and enhance customer satisfaction.
• Communication and Coordination: Act as a primary point of contact for clients, responding to inquiries and addressing concerns. Collaborate with other internal teams (e.g.,sales, operations, Business) to ensure a seamless client experience. Maintain accurate records of client interactions and preferences.

KEY QUALIFICATIONS AND SKILLS:

• Educational Qualification – Graduate or above
• Experience: Relevant minimum work experience of 2 years in relationship management, client facing roles in premium Credit Cards, Hospitality Industry, Airlines Industry, etc.
• Knowledge of banking services and products: – In-depth understanding of premium credit card features and benefits, customer facing journeys and processes.
• Management - Strong Stakeholder Management to effectively liaise with teams, ensuring seamless coordination.
• Language Command: Excellent communication and interpersonal skills with command over English and Hindi. Proficiency over regional language is preferred.
• Mobility: Should be able to visit customers at their request with little to no notice
• Multitasking: Ability to multitask effectively across digital portals and calling systems.
• Problem-Solving: Strong problem-solving skills with the ability to make quick and effective decisions.
• Empathy and Patience: Demonstrated ability to understand and address client needs with empathy and patience.
• Concierge Services: Experience in providing personalised concierge services, including hotel bookings, flight bookings, event planning, rewards transfer, gift vouchers, and more, ensuring a premium client experience.

SUCCESS FACTORS:

• First Call Resolution Rates
• Customer query closure turnaround times
• Customer feedback and rating

PREFERRED CANDIDATE:

Candidate with customer service experience in below industries:

• Airlines
• Concierge Desks
• Hospitality Industry
• Escalation desks of customer facing teams of MNC like American Express, Amazon, Etc.