Head - Customer Service - Housing Finance/NBFC

Head Customer Service ( Housing finance arm of an NBFC)

- Head - Customer Service is responsible to set up & lead the Customer Service Function for Housing finance businesses with a focus on designing the end to end customer experience and implementing a robust service delivery model in line with industry best practices by ensuring swift and effective resolutions of customer queries, requests, complaints and escalations, it will also conceptualize and implement customer centric experience and engagement initiatives.

- Define customer service delivery standards for the centralized Contact Center to ensure consistent client experience

- Ensure adherence to Service Level Agreements and defined metrics by working closely with the Contact Center Head

- Review Contact Center operations on a periodic basis and ensure business continuity through sound processes and infrastructure

- Support Contact Center Head to identify opportunities to drive cost efficiencies through process automation / improvements

- Recommend methods to assess client satisfaction levels and use the data to enhance service delivery standards

- Ensure Contact Center staff receives adequate product and process training to follow up on leads and, respond to queries and complaints

- Support Contact Center Manager in maintaining employee satisfaction and retention.