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TITLE

 

SR MANAGER – CUSTOMER Care

COMPANY

 

Ess Kay Fincorp

LOCATION

 

Jaipur, IN

Description

  • Proven working experience as a customer service leader in BFS space
  • Excellent knowledge of management methods and techniques in customer service
  • Expert knowledge of customer service software, databases and tools
  • Awareness of industry's latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong customer-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • MBA similar qualification with more than 7 years of work experience.
  • Demonstrated ability to negotiate issues across multiple teams in an environment of constant change.
  • Demonstrated strong written and verbal communication skills.
  • Demonstrated a strong desire to learn
  • The ability to maintain calm under pressure

On this strategic role, you will be responsible for Improving customer service experience. Your responsibilities will include setting up a clear mission and deploying strategies focused towards that mission. The role will include:

  • Improve customer service experience, create engaged customers
  • Take ownership of customers issues and follow problems through to resolution
  • Manage all the channels for customer interactions - toll free, whatsapp, chatbot, email, website, social media and walk-ins.
  • Facilitate organic growth through cross sell and up sell
    • By generating and converting sales leads
    • By managing customer retention
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Deploy process and technology changes to improve the service and enable data analytics
  • Keep ahead of industry's developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Leading conversations with various stakeholders to manage escalations and gather requirements.
  • Manage communication with multiple levels of leadership and across many functional departments.
  • Own project delivery for assigned initiatives in the area of customer welcome, retention and service though various channels.
  • Ability to implement and leverage new age technologies such as robotics, AI and ML.

Perks and Benefits 

Pf+mediclaim+ Insurance +bonus etc

Salary: INR 3,00,000 - 6,00,000 PA.

Industry:Accounting / Finance

Functional Area:Financial Services, Banking, Investments, Insurance

Role Category:Retail/Personal Banking

Role:Customer Service Manager

Keyskills

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