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16/07 HR
Recruitment Consultant at Executive Search Firm

Views:341 Applications:191 Rec. Actions:Recruiter Actions:97

Customer Support Manager - FinTech (3-10 yrs)

Delhi NCR Job Code: 834333

Key Responsibilities :

- Drive to build and manage a superlative customer support experience for the organization. This includes creating a support matrix, scripts, and canned customer responses, monitoring calls & coaching CSRs, & liaising with other departments to manage TAT.

- Hands on management of current support team, including fielding customer calls & responding to tickets

- Develop scripts, canned responses, escalation matrix & call skills

- Design interdepartmental SLA matrix with a clearly defined process to resolve each type of customer query

- Evolve to customer self-service model

- Develop & manage website FAQs, self-service content, tutorial videos etc.

- Optimize notification campaigns & messages to enhance customer experience & manage expectations

- Develop an in-app chat based support model

- Responsible for network design, service optimization & troubleshooting

- Manage & develop the team to ensure quality service delivery & high customer satisfaction

- Continually keep yourself and your team updated with the latest changes in industry standards

Successful Applicant

- 5+ years of experience in product customer support

- Experience in line level support roles as a CSR as well as managerial & developmental experience

- Hands-on experience with :

a. Product support involving multiple departments

b. Handling aspects of compliance, possibly within financial services

c. Working with a ticket management system to manage escalations & SLAs

d. Product knowledge & training

e. Call quality audits & agent performance reviews

f. Department MIS reporting

- Strong phone contact handling skills and active listening

- Excellent communication, presentation & documentation skills

- Ability to multi-task, prioritize and manage time effectively

- Be open to receiving objective criticism and improving upon it

- Industry experience in BPO/call centres is a plus

- Industry experience in financial services is a plus

- Shown success as an individual contributor as well as team player

- Have consistently demonstrated ability and commitment to deliver on major projects

- Knack for benchmarking and optimization

Women-friendly workplace:

Maternity and Paternity Benefits

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