Manager/Senior Manager - Customer Service - NBFC

Skills

- Proven working experience as a customer service manager

- Proficiency in English.

- Ability to multi-task

- Problem-solving skills

- Experience in providing customer service support

- Strong client-facing and communication skills

- Customer service orientation

Job Role

- Assisting the manager in organizing, planning and implementing strategy

- Ensure SLA's and Customer service metrics is achieved

- Will be responsible for Managing Customer Service team at contact center

- Keeping up to date with customer service developments

- Ensure smooth functioning of daily activities.

- Identify and implement strategies to improve quality of service & productivity. Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

- Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;

- Analyse statistics and compile accurate reports

- Maintain an orderly workflow according to priorities

- Track customer enquiries & complaint

- Handle complex and escalated customer service issues

- Preparing and maintaining required MIS

- Ensuring service TAT's are met

- Ensure policies are implemented and monitor the same

- Liaise with company management to support and implement growth strategies

- Co-ordinate and manage customer service projects and initiatives

Interested candidate can apply or can call on 033-40056137/38 or 033-40050211