Customer Service Manager

Job Description

EXPERIENCE: 1) Minimum 2-3 years of experience in Customer Services (Banking / NBFC sector) 2) Candidate should be well versed in Complaints Management and Regulatory complaints 3) Work Experience of handling customers complaints/requests through - Walking Customer KEY ROLES & RESPONSIBILITIES Interaction with customers through different modes of communication (Including - Walk-in Customers, Emails, and calls) to provide and process information in response to inquiries, complaints, and requests about product and services of Shriram housing Finance. Familiar with Complaints resolution process and specifically dealing with regulatory/Authority complaints Following up with internal departments like Sales, Accounts, IT & Technology, external agencies for the closure of the unresolved customer complaints & Escalations Taking ownership of customer issues and acting as their advocate with internal stakeholders Target first time resolutions, timely reply on tickets and ensure the SLA adherence Retaining existing Customers through effective means of negotiation, offering collateral if any. Maintaining MIS Being updated on new products, product features and services.