Customer Service Manager

To support the business objectives of driving service level i.e enhance customer experience with excellent service delivery

Roles and Responsibilities

Ensuring customer's closure request is processed timely
Coordinate with relevant team to ensure correct resolution
Highlight non adherence or delay in resolution from stakeholders to immediate superiors for support
Execute best practices to ensure reduction in complaints and errors
Display ownership in handling service requests of customers with accurate resolution
Update MIS/Reports accurately with details required
Contribute towards improvement in TAT and NPS
Take ownership in additional activities to drive team performance

Profile Requirement- Qualification and Experience

Education: Minimum: Graduate

Experience: 3+ years of experience in service domain; preferably from lending domain

Knowledge & Skills

Client Focus – Supports clients to achieve resolution through the provision of quality service
Technology – Uses technology and software applications effectively in accordance with task requirements. Should be good with Microsoft Excel and Outlook along with banking application like Finacle.
Resilience – Achieves work objectives, even in difficult circumstances whilst remaining positive and calm
Continuous Improvement – Look for and take advantage of opportunities to learn new skills in order to achieve work goals. Adaptable in approach and willing to be flexible to accommodate the changing needs of the team and the environment
Gathers information – Knows where to find information and asks questions to ensure a better understanding of issues
Teamwork – Openly shares information, participates and contributes to team discussions
Negotiation & Influence – Considers and discusses different ideas without getting personal or aggressive
Autonomy – Demonstrates punctuality and meets agreed schedules and timelines under general guidance

Service Relationship Manager - Wc - salaried PL AND Working Capital - sales