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07/02 Kavita Adlakha
Senior Consultant at Mirus Solutions

Views:349 Applications:95 Rec. Actions:Recruiter Actions:17

Manager - Customer Service - NBFC (7-15 yrs)

Mumbai Job Code: 795125

Manager - Customer Service


- We are hiring for a NBFC Client based in Mumbai. Role details are:

- Call Centre management - Process improvements, call quality calibration & quality scores monitoring, training Call Centre team, automation in order to ensure better customer call management, ensuring overall call time are within given Service Level Agreements )

- In house team management - Ensuring customers email are appropriately responded within defined TAT, Process improvements towards better customer inflow management

- Managing Social media, Nodal desk, senior management, Consumer Forum escalations

- Development of CRM - Sales Force

- Spearheading automation in collaboration with Power BI & Business Intelligence team

- Quality assessment of the resolution offered to the customers

- Reduction of errors % and improvising quality scores

- Training Pan India sales team, Operations team with regards to customer service

- Standardization of email responses, creating templates

- Automation of MIS in order to ensure timely release and lesser manual intervention

- Various analysis - complaints, request reduction, foreclosure request etc in order to ensure senior management are well informed on the various concern areas.

- Ensure internal and external audits are well managed

Requirements : Postgraduate / Graduate with minimum 7 years of work experience in a customer service role in a bank / NBFC.

Women-friendly workplace:

Maternity and Paternity Benefits

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