Area Customer Service Manager

Role: Area Customer Service Manager Location: Mumbai Leading a team of Approx. 7 Customer Service Officers to address requests/complaints received from clients for all for Retail Asset Products (Eg: Home loan / LAP/Personal Loan) Address Service Request /Complaints including those created by channel partners for Affluent Customers and focus on getting it addressed as per defined TAT. Close looping of Complaints and Detractor feedbacks end to end and incorporate changes for improvement. Quality of Service Request and Resolution as given to customers to be monitored. Feedback and corrective action to be taken if any error noticed Ensuring Team Strength in Place .Review Team’s Performance each Month and provide feedbacks and support team to achieve their respective KRA’s. Ensure adequate training and certifications are completed for each staff member Job Requirements: •Believes in team work and identify and utilizes each team member’s strength and knowledge for achievement of short and long term organization goals. Taking ownership of customer issues and taking them to end to end resolution Apply best practices and focus on areas of improvement Focused towards achievement of teams and own KRAs Building rapport and coordinating with internal stakeholders and ensuring customer requests are addressed on time. Proficiency in word and Excel/ppt preferred MIS Tracking

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