Manager - Customer Service - FinTech/NBFC/Banking

- Manage the Customer Service Inbound/Outbound Email & chat team members (on-roll and outsourced).

- Ensure all customer queries/request/complaints received via email and social media platforms are responded within TAT.

- Ensure resolution TATs are achieved.

- Enable coordination with internal stake holders for timely resolutions.

- Liaise with other functional leads to ensure team is updated with new products/processed.

- Maintain and update SOPs and email/chat responses to ensure standardization in communication.

- Publish MIS to showcase productivity, efficiency and TAT achievement by the team.

- Respond & communicate with followers/customers, respond to queries in a timely manner and monitor customer requests/reviews/complaints.

- Ensure Service NPS is maintained as per the company target