Customer Service Manager

Job Description

Job Title: Customer Service Manager Department: Operations / Customer Service Location: Mumbai About the Role: We are looking for a Customer Service Manager to join our growing team. This role is focused on supporting our retail and high-net-worth (HNI) clients by ensuring their queries are handled smoothly, accurately, and professionally. Youll also work closely with relationship managers and help improve the overall client experience. This is a NON-SALES , office-based position for someone who enjoys helping others, pays attention to detail, and wants to grow in a customer service role. Key Responsibilities: Operations & Process Management Handle customer requests and instructions accurately within defined timelines. Ensure all activities follow company policies and compliance standards, including KYC and regulatory guidelines. Track and monitor customer issues, ensuring they are resolved on time. Help reduce operational errors and prevent any risk of fraud. Maintain records and processes that meet internal and audit standards. Customer Service & Support Provide professional and friendly service to all clients, especially HNI customers. Work with Relationship Managers to resolve customer concerns quickly and effectively. Assist in customer retention by supporting engagement initiatives. Help reduce service-related complaints and improve customer satisfaction. Participate in client meetings or calls when needed. Suggest improvements to remove service delays and make processes more efficient. What Were Looking For: Strong communication skills (spoken and written English). Good interpersonal skills and a customer-first attitude. Basic to intermediate knowledge of Microsoft Excel and other MS Office tools. Organized, detail-oriented, and responsible. Ability to work well in a team and manage time effectively. Preferred Qualifications: Bachelor’s degree (Business, Finance, or related field preferred). 2–3 yrs+ of experience in a customer service role (banking/financial services experience is an advantage).