Manager - CRM

As a Customer Service Manager at our company, your role will involve the following responsibilities: - Ensuring rightful resolution of customer queries, requests, and complaints within the defined TAT/SLA - Driving process improvements to minimize complaints and enhance customer satisfaction - Coordinating and liaising across departments to resolve customer complaints effectively - Monitoring customer communication handled by the Call center and reviewing the service quality of the call center vendor - Conducting regular updates on policy and process changes with the Call Center - Reviewing system/portal changes impacting customers and planning and monitoring all system-generated communications - Managing the operation delinquency voice process - Managing manpower planning and team operations - Providing training, process updates, and ensuring high motivation and engagement levels within the team - Promoting customer centricity and sensitivity across the team - Building and facilitating business retention processes - Resolving audit queries related to customer communication and supporting business activities - Providing analysis of reports, maintaining monthly customer service reports/MIS Qualifications required: - Graduate level education required - Masters/Postgraduate education is optional - Desired experience of 6-8 years in customer service, quality, or retail assets Join us in our commitment to delivering exceptional customer service and driving continuous improvement in customer satisfaction.,