Manager - Customer Service - NBFC

Manager - Customer Service

- We are hiring for a NBFC Client based in Mumbai. Role details are:

- Call Centre management - Process improvements, call quality calibration & quality scores monitoring, training Call Centre team, automation in order to ensure better customer call management, ensuring overall call time are within given Service Level Agreements )

- In house team management - Ensuring customers email are appropriately responded within defined TAT, Process improvements towards better customer inflow management

- Managing Social media, Nodal desk, senior management, Consumer Forum escalations

- Development of CRM - Sales Force

- Spearheading automation in collaboration with Power BI & Business Intelligence team

- Quality assessment of the resolution offered to the customers

- Reduction of errors % and improvising quality scores

- Training Pan India sales team, Operations team with regards to customer service

- Standardization of email responses, creating templates

- Automation of MIS in order to ensure timely release and lesser manual intervention

- Various analysis - complaints, request reduction, foreclosure request etc in order to ensure senior management are well informed on the various concern areas.

- Ensure internal and external audits are well managed

Requirements : Postgraduate / Graduate with minimum 7 years of work experience in a customer service role in a bank / NBFC.