Role: Area Customer Service Manager
Location: Mumbai
Leading a team of Approx. 7 Customer Service Officers to address requests/complaints received from clients for all for Retail Asset Products (Eg: Home loan / LAP/Personal Loan)
- Address Service Request /Complaints including those created by channel partners for Affluent Customers and focus on getting it addressed as per defined TAT.
- Close looping of Complaints and Detractor feedbacks end to end and incorporate changes for improvement.
- Quality of Service Request and Resolution as given to customers to be monitored. Feedback and corrective action to be taken if any error noticed
- Ensuring Team Strength in Place .Review Team's Performance each Month and provide feedbacks and support team to achieve their respective KRA's.
- Ensure adequate training and certifications are completed for each staff member
Job Requirements:
- Believes in team work and identify and utilizes each team member's strength and knowledge for achievement of short and long term organization goals.
- Taking ownership of customer issues and taking them to end to end resolution
- Apply best practices and focus on areas of improvement
- Focused towards achievement of teams and own KRAs
- Building rapport and coordinating with internal stakeholders and ensuring customer requests are addressed on time.
- Proficiency in word and Excel/ppt preferred
- MIS Tracking
