Customer Service Manager Job For 7-9 Year Exp In Mumbai – 3088981

Roles & Responsibilities
Key Responsibilities

Manage customer service and complaint management for the organization through call centre and coordination with stakeholder departments
Enhance customer experience across the lifecycle through service and complaint resolution frameworks
Timely resolution of customer grievances
Handle escalated complaints including ones from senior management, regulator, social media etc
Coordinate with Legal / Compliance departments in resolution of regulator complaints
Driving Adoption and Penetration of new Capability Builds (technology and others)
Call Centre Management (SLAs, Resourcing, SOPs, Training etc)
Process management at Call Centre (implementation, monitoring, re-engineering inputs) with specific objective of improved productivity
Continuous engagement with partners (call centre / vendors) for performance outcomes, deliverables, improvements
Key Deliverables
Customer Experience Score
Business Metrics – upkeep of service and complaint SLAs
Process Excellence – ongoing review for process adherence, inputs for re-engineering and implementation
Trainings programmes – coverage of topics and employees
New CRM implementation – timely completion and training of customer engagement + operations teams
Work Experience
Min 7-8 years’ experience, with min 3 years’ experience in similar role
Relevant experience in BFSI industry
Indepth understanding of loans / retail lending
Technical Competencies · Indepth knowledge of CRM · Hands on knowledge of MS Office · Should have prior experience with managing complaints including escalations
Behavioral Competencies · Customer Centricity · Execution Focus · Collaborative Approach · People Excellence
Personal Attributes · Excellent written and verbal communication · Good interpersonal skills · Able to multitask · Willingness to learn and ability to upgrade ones skills regularly
Eligibility

Graduate/ Post Graduate