Customer Service Manager

1 week ago


kanpur, India HR Yaar Full time

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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