Senior Manager - Customer Service - BFS

Sr Manager - Customer Service

- Managing Query Resolution Unit, Social Media Channel and Chat process

- Deep understanding of customer service operations process across Channels (Eg, Inbound, Email, Chats etc.)

- Proficient in managing queries, be the point of contact to drive and conceptualize the journey of moving from Good to excellent in-terms of customer satisfaction

- Assisting on-site team in transactions and facilitating on day to day activities

- Problem solving attitude towards customer queries by understanding first the customer's concerns; selecting and explaining the best solution to solve the problem over mails/calls expediting correction or adjustment; following up with various departments to ensure quick resolution

- Respond to all the queries from the external & internal customers (sales, collections, etc) with accuracy following communication procedures & policies

- Ability to balance and prioritize multiple tasks

- Accountable for Internal Audits

- Knowledge of tools like; Loco buzz, Social Studio will be an added advantage

- Ability to balance and prioritize multiple tasks.

- Strong decision making and ability to address complex situations.

- Strong sense of accountability and self-initiative

- Team Management skills.