Reliance Capital - DM - Customer Service - Call Center

Job Description:

Position title: Deputy Manager - Customer Service

Locations: Mahape

Department: Customer Service

Grade: E4

Organizational relationships

Reports to: Chief Manager-Customer Service

Purpose of the Job: Managing customer service channels : Inbound / Outbound & E-mail unit

Key responsibilities :

- Managing the Outbound / Inbound & E-mail unit.

- Achieving SLAs targets and call/e-mail quality.

- Generate revenue through retention and up sell model from existing and potential customers.

- Liaison with other functions & external vendors in developing and overseeing the implementation of support strategies to service existing / potential clients.

- Drive and leverage automation for self service penetration.

Behavioral Competencies :

- Collaborative.

- Achieves results output driven.

Role Specific Competencies:

- Good communication skills.

- Customer centricity.

Formal Qualifications / Prior Work Exp

- Graduate with minimum 5 years of work experience in Customer service for banking and telecom industry-Call center / Email unit

- NISM certification compulsory.