Customer Service Manager

Job Title:

Department:

(Customer Support profile)

Reports to:

Experience:

Required Qualification:

Diploma/Graduate in Commerce/Finance/Business Management

Diploma in IT or equivalent

Preferred Qualification:

Diploma in IT or equivalent. Candidates with experience in phone banking in banks/Insurance/MF, client servicing role shall be considered favorably

Skill, Knowledge &Trainings:

The incumbent should have excellent communication skills, be able to understand and resolve customer queries, basic understanding of financial products should be there.

Core Competencies:

· Good written and verbal communication skills.

· Computer efficiency

· Committed to work

· Proactive and customer service oriented.

Functional Competencies:

· Should be able to understand customer queries.

· Preferably should have the basic understanding of the financial products like Securities, Forex, Derivatives and Money market.

· Should have good working knowledge of MS Excel. Should have exposure client servicing.

Job Purpose:

The key responsibilities of the incumbent includes handling customer queries and resolving them through phone or email responses. The incumbent should well versed in understanding customer requirements, offer solutions, co-ordinate with internal teams, resolve queries within the TAT. The position would involve extensive interaction with the members and work within defined TAT.

Area of Operations

Key Responsibility

Customer Support - Email/telephone based query resolution

Handling Customer Support desk and Query resolution

System testing of customer support software

Understanding the working of the software for query resolution, handling upgrades in the software

MIS preparation for management

Data preparation and submission

Handling Audits

Handling compliance related to customer support desk