Chief Manager / Sr. Manager Customer Service
- Reliance Commercial
- 8 to 13 Yrs
- Mumbai
- 3 years ago
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Job Description
Job Description
Job Title: Chief Manager/ Sr. Manager Customer Service
Reports to: Head Central Operations & Customer Service
Location: Thane
Role Summary:
In this role, the candidate would be managing the Customer Service team and manage all deliverables across Customer Services, which includes management of call centres for customer servicing, communication to customers, Email Desk, Customer Complaints & projects related to servicing systems. The role should manage all vendors impacting Customer Servicing. The role will also manage all customer facing projects across various processes and systems of client, with specific focus towards Automation and digitization of existing processes.
Key Responsibilities assigned:
- Improve customer service experience, create engaged customers and facilitate growth
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and determine appropriate actions
- Recruit, mentor and develop the right customer service front end team and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industrys developments and apply best practices to areas of improvement across people, process, systemic areas
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Maintain an orderly workflow
- Identify continuous improvement processes
- Conduct Weekly, Fortnightly, Monthly, Quarterly and Annual business reviews of the team and devise action plans
- Manage issues and resolve disputes that may arise from time to time
- Manage both internal and external stake holders
- Manage performance of team internally to ensure that it is aligned to the overall goals of the department
- Participate and drive systemic & technology projects as and when required
- Work on simplifying processes & tasks for the front-end employees and for customers, automate processes and ensure increase in First Time Resolution
- Make processes First Time Right and reduce repeat calls
- Report and escalate to management as & when needed
- Dashboarding/reporting to ensure the results are appropriately showcased
Key Skills required:
- Proven working experience in a leading role in Call Centre Management
- Working knowledge of customer service softwares including Knowledge Management, CRM databases, IVR and tools
- Should be from reputed NBFC
- Working knowledge on loan management system
- Awareness of industrys latest technology trends and applications
- Outstanding transition and floor management skills
- Advanced troubleshooting and multi-tasking skills
- Complete knowledge of Service level agreements, across various industries
- Communication Excellent written and oral communication skills leading to excellent
- Strong working knowledge of Microsoft Office
- Project Management Professional (PMP) / Six-Sigma/Lean related certification is a plus
Experience: 10+ years in the field of Customer Service
Educational Qualification: CA, Graduate or Postgraduates
Employement Category:
Employement Type: Full timeIndustry: NBFC ( Non Banking Financial Services )
Role Category: Customer Service (Domestic)
Functional Area: Not Applicable
Role/Responsibilies: Chief Manager / Sr. Manager Customer Service
Contact Details:
Company: Reliance CommercialLocation(s): Mumbai
Reliance Commercial
About Reliance MoneyIn the rapidly progressing Indian economy, every individual plays a crucial role in driving growth. But despite the commendable contribution to the Nation's economy, a majority of Indians do not get access to formal sources of funds. We are here to enable the growth of every in...
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