Customer Support Service Manager - BFSI

Location: Multiple locations in India ( Except NE )

Reporting: Branch Manager (Direct reporting)

Client: New financial services entrant.

Responsible:

Controlling Customer Service/Support activities in a large region or state, achieving customer service and financial objectives. In larger organisations may be accountable for all Customer Service/Support activities in a small branch.

Main activities:

- Coordinating customer service/post sales support.

- Managing customer problems to predetermined standards.

- Recruiting and training customer service/support staff.

- Ensuring timely introduction of new product/features to customers.

- Preparing budgets and projections.

- Initiating and managing process improvements.

Key skills:

- Excellent product knowledge.

- Developed skills in customer liaison.

- Advanced verbal and written communication skills to explain complex information to all levels of staff and customers.