Customer Service Manager-SUPPORT SERVICES-Customer Service

Job Role

End to End Resolution of  Requests / Complaints , escalations received from the customers , regulators and senior  Management with quality communication within the defined Turn around time.  

Preparing weekly ,Fortnight and Monthly MIS  

Complaint analysis to identify major areas of customer dissonance and suggesting ways to reduce them.    

Job Requirements  Graduate

 Excellent written and oral communication skills

Eye for details

 Proficient in MS Office applications

 Prior experience of Customer Service in Retail Assets  will be an added advantage

 Should be a quick thinker and be able to communicate resolution/solutions to customers effectively

Strong interpersonal Skills  

Knowledge of systems like Siebel, Core

1. Monitoring and Evaluation:
   • Regularly monitor emails and calls to evaluate performance and identify areas for improvement.
2. Process Improvement:
   • Implement process improvements to enhance the efficiency and effectiveness of communication channels.
3. Customer Feedback Analysis:
   • Analyse customer feedback to identify trends and areas for improvement in communication strategies.

4. Reporting and Documentation:

   • Prepare regular reports on communication quality metrics and present findings to National Head Customer Service.

Min Graduation