Customer Service Support Manager
3 weeks ago
Fusion Finance is an Indian NBFC – MFI set up in 2010 which provides financial services with customized solutions to the unbanked and underprivileged women entrepreneurs belonging to the economically and socially deprived sections of the society. Operating in 20 states covered by 1100+ branches with AUM of over INR 10,000 Crores. Fusion has made a positive transformation in more than 3.64 million households, generating employment for 5000+ rural youth. Fusion is the youngest Company to be in the 'Top 10 MFI in India. We have been certified Great Place To Work. Our CRISIL A/Stable rating continues to reflect on our strengths.
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Role Summary
She will manage and address customer complaints and grievances, ensuring that all issues are resolved promptly and efficiently and that a proper escalation matrix is followed. The individual in this role will lead a team that communicates with customers, investigates complaints, and ensures the company's commitment to customer satisfaction. They will also be involved in creating strategies to improve customer service and feedback mechanisms.
Job Description
Lead the Customer Grievance team to handle all customer complaints, ensuring timely and satisfactory resolution.
Oversee the process of logging, investigating, and following up on customer grievances.
Develop and implement customer feedback strategies to enhance service and resolve recurring issues.
Collaborate with other functions to identify root causes and resolve systemic customer issues.
Prepare and present regular reports, highlighting trends, common issues, and actionable insights.
Ensure compliance with company policies and legal requirements when resolving customer complaints.
Act as the primary point of contact for escalated complaints and ensure all interactions are handled professionally and efficiently.
Continuously improve the grievance process to ensure efficiency, effectiveness, and customer satisfaction.
(These Key Responsibilities are illustrative; The incumbent will be required to perform any other duties as may be assigned by Function head from time to time.)
CANDIDATE PROFILE REQUIREMENT
Educational Qualification
Minimum bachelor's degree, MBA will be preferred
Preferred Qualification
Industry background- Customer Service, Customer Relations, or relevant fields.
Reference Companies- Leading customer service-driven organizations, especially those in consumer-facing industries.
Key Competence & Skills
Proven experience of managing customer grievances or a customer service department.
In-depth understanding of customer service best practices and grievance management systems.
Strong leadership and team management skills.
Excellent communication and problem-solving skills.
Manage time effectively and meet tight deadlines.
Proficiency in customer service software and Microsoft Office Suite.
Years of Experience
10-12 years of experience
No. of vacancies
1
Location
Head Office, Naraina, New Delhi
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