Manager - Customer Service - FinTech

Customer Service Manager - Fintech

Key Responsibilities :

1. Create the customer service strategy and get a signoff

2. Identity support channels and plan the flow and how to manage queries

3. Hire and create a Customer service executive team across all channels

4. Create the SOP for CS and FAQ's

5. Create the Templated responses for Customer Service.

6. Manage quality and track performance of the team

7. Analyse the customer service data as provided and see how we can improve our customer experience

8. Build a CSAT and NPS model.

9. Track what percentage of customer who raise queries do repeat behavior etc.

10. Manage multiple vendors providing tools for enabling customer service.

Profile :

1. Person needs to have experience of Minimum 7 years in managing customer service in a consumer focused organization

2. Experience of managing a team of minimum 20 people as customer service agents

3. Good analytical and problem-solving skills.

4. Experience of managing customer service across multiple channels.