Area Customer Service Manager

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