Manager - Customer Support - Broking Firm

Job opening with Broking firm for Customer Support Manager at Mumbai.

Job Role: Manager Customer Support

Location: Mumbai

Working Days: 6 days

Working Mode: Work From Office

Job Roles & Responsibilities:

- Managing everyday client inquiries and disputes while overseeing the customer care staff.

- Oversee and develop the team with an eye toward enhancing customer service and pursuing their overall professional growth.

- Establish a clear mission and implement tactics centered on the Customer Centricity mission.

- Ensuring prompt and efficient action to deliver an exceptional client experience.

- Establish goals for customer satisfaction and work with the team to consistently meet them in order to increase customer happiness across all channels.

- Assess and apply relevant digital technologies to improve the general client experience.

- Oversee end-to-end coordination with multiple stakeholders and escalation management.

Establish procedures and metrics to track the team's development and performance. Scale the group by taking advantage of chances to boost efficiency and promoting productivity initiatives.

- Establish and uphold processes to increase customer satisfaction.

Expected Skills:

- Graduation from relevant field is mandatory.

- 7 to 9 years of experience preferably from Broking industry.

- Strong verbal, written communication skills and analytical skills.

- High on professional discipline and process orientation.

- Ability to effectively influence and communicate cross-functionally.

- High on problem solving and be solution-oriented at all times.

- Drive the team for Customer centric approach.