General Manager - Customer Service - BFSI/Online/Telecom

Department : Customer Service

Location : Thane

Designation : General Manager - Customer Service

Job Role :

- Our Client is looking for an experienced Senior Customer Service Manager to provide excellent customer service and to promote customer centricity in the organization. The incumbent will manage a team of Customer Service Managers in charge of the inbound channel and outbound channel.

Description :

- Will be responsible for setting the vision and direction of teams at Customer Service/Contact Center.

- Set a clear mission of enhancing Service quality and deploy strategies focused towards that mission.

- Develop service procedures, policies and standards.

- Should be extremely analytical and data oriented in terms of understanding the correct metrics to measure the efficacy of customer care function across channels and optimize the right metrics. Ability to understand and analyse processes, customer journeys across different product types.

- Represent and implement initiatives in streamlining customer experience across products, business functions and customer touch points. Improve customer service experience, create engaged customers and facilitate organic growth

- Take ownership of customers issues and follow problems through to resolution. Responsible for suggesting Process corrections measure leading to reduction of complaints.

- Commission and coordinate consumer research and competition review to map customer insights wrt customer experience. Keep ahead of industry's developments and apply best practices to areas of improvement

- Analyse complaints from different touch points and implement solutions to reduce the same on an ongoing basis.

- Keep accurate records and document customer service actions and discussions

- Recruit, mentor and develop customer service resources and nurture an environment where they can excel through encouragement and empowerment. Control resources and utilize assets to achieve qualitative and quantitative targets

- Adhere to and manage the approved budget

- Maintain an orderly workflow according to priorities

Desired Profile :

- Proven working experience as a customer service manager. Experience in providing customer service support and have customer service orientation.

- Experience in handling customer service operations preferably with financial institutions, telecom and e commerce players.

- Ability to think strategically and to lead

- Working knowledge of customer service software, databases and tools

- Awareness of industry's latest technology trends and applications

Key Skills :

- Aggressive.

- Strong client-facing and communication skills

- Team Management skills.

- Analytical ability

- Reports Management