Customer Service Manager
1 week ago
Position : Customer Service Manager
Industry : Travel Insurance
Location : BTM Layout, Bangalore
Experience: 5 years in Customer Service, preferably in the BFSI Sector.
Job Summary:
We are seeking a highly motivated and experienced Customer Service Manager with a strong background in the BFSI sector to lead our customer service team. The ideal candidate will ensure exceptional customer service, manage a team of customer service representatives, and drive continuous improvement initiatives to enhance the customer experience.
Key Responsibilities:
- Lead, mentor, and manage a team of customer service representatives to ensure high performance and professional growth.
- Set clear performance goals, conduct regular performance evaluations, and provide constructive feedback.
- Oversee the end-to-end customer service process, ensuring that customer inquiries, claims, and complaints are handled efficiently and effectively.
- Develop and implement strategies to improve customer satisfaction.
- Monitor customer service metrics and KPIs, and take corrective actions when necessary.
- Identify areas for process improvement within the customer service function and lead initiatives to enhance efficiency and effectiveness.
- Collaborate with cross-functional teams to streamline processes and ensure seamless customer interactions.
- Ensure that all customer service activities comply with regulatory requirements and company policies.
- Manage risk by ensuring that potential issues are identified and mitigated early.
- Provide training to ensure that customer service representatives have the necessary skills and knowledge.
- Collect and analyze customer feedback to identify trends, areas of concern, and opportunities for improvement.
- Provide regular reports to senior management on customer service performance, challenges, and recommendations.
Qualifications and Skills:
- Bachelor’s degree.
- A minimum of 5 years of experience in customer service management, preferably within the Travel Insurance & Travel Assistance sector.
- Strong knowledge of insurance products, services, and industry regulations.
- Proven experience in leading and developing high-performing teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze data and make data-driven decisions.
- Strong organizational skills and attention to detail.
- Proficiency in customer service software and CRM tools.
- Ability to work in a fast-paced, dynamic environment.
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