Customer Service Manager
4 weeks ago
Raise is built on this core philosophy - we will bring exceptionally great products, awesome user experience and best in class customer service to our users. We have started with our first step by launching Investment & Trading platform – Dhan ( a Customer Service Managers would be responsible for overseeing teams of Customer Service Representatives. Their primary duties include answering questions from clients and resolving problems, setting goals to meet the needs of each team member as well as monitoring the progress of customer cases.
You will work very closely with internal stakeholders, your team members in customer service team, management and most importantly our customers. You will display empathy with customers in all conversations, ensure you hear them well, and share with them the appropriate resolution (to the point) and if not now, get back to them at the earliest. We are building Raise to deliver an awesome customer experience – and your role is critical for us to deliver that promise.
Expected Responsibilities:
Supervising customer service team and handling daily customer queries and disputes.
Manage and train the team with a focus on improving customer service and aim for their overall professional development.
Set a clear mission and deploy strategies focused towards Customer Centricity mission
Ensuring effective and timely action to provide a superior customer experience.
Improve customer satisfaction across channels and set customer satisfaction goals, work with the team to meet them on a consistent basis.
Evaluate and implement appropriate digital technologies to enhance the overall customer experience.
Manage escalation management and end to end coordination with multiple stakeholders.
Initiate metrics and systems to measure the growth and performance of the team
Scale the team by capitalizing on opportunities for increased effectiveness, driving productivity programs
Develop and continuously improve on processes to drive customer delight.
Expected Skills:
Graduation from relevant field is mandatory.
7 to 9 years of experience preferably from Broking industry.
Strong verbal, written communication skills and analytical skills.
High on professional discipline and process orientation.
Ability to effectively influence and communicate cross-functionally.
High on problem solving and be solution-oriented at all times.
Drive the team for Customer centric approach.
Location: Borivali (East), Mumbai. Western Suburb candidates would be preferred.
Our People & Culture
People and culture are the most important aspects of our business.
We are looking for team members just like us, in simple words - good people to work with and demonstrate following personality traits:
● Be super obsessed about ensuring customer satisfaction.
(We are here because of our customers, and will be here only if we serve our customers)
● We have a single opportunity to serve.
(Our customers will give us one opportunity to serve - we can’t let them down. Be it product, up times, customer service or any interaction we have to deliver a wow experience.)
● Respect your work, your team, your co-workers and our customers.
(The only way to get respect is to give it first)
● Speed is all that matters. Ship right and ship faster.
(You either help the team move ahead fast, or you slow it down. We prefer the first.)
● Humility & politeness over arrogance & over-confidence.
(If you are the smartest one in the room, bring up others to speed. We are here to serve our customers, not to prove a point.)
● Quality over quantity.
(It is fine if you pick up a few things to do, but do them exceedingly well.)
● Make your hands dirty irrespective of who you are.
(Our CEO & COO respond to customers every day. Our CTO codes every day. This is us.)
● Talent and Competency over Credentials.
(Skills are more important than Credentials, we learned it all the hard way with life &
experiences.)
● Entrepreneurial, ownership driven and disciplined.
(We trust you to help us gain and retain the trust of our customers and our stakeholders)
● Less words, more action.
(Believe in something? show it by doing things. Not just by talking about it)
● Flat hierarchy with open culture & conversations.
(You are among all of us, and we all are with you)
● Passionate about the business you are a part of.
(Do it because you are passionate about it, not because it’s your job.)
● Raise is an equal opportunity employer.
(We celebrate diversity and inclusion.)
About Raise Financial Services
At Raise, we are building technology-led consumer products & infrastructure services to serve Indians with Financial Services across financing, insurance, investing, payments and wealth.
We are building for the financially aware & financially literate users, largely focussing on the top 25 Mn+ tax paying residents in metros, urban cities & towns in india. Raise will offer consumer products & services that cater to these users, and will offer the same technology & infrastructure to partners in the startup ecosystem willing to take the experience to everyone in India.
We will launch a series of consumer products, expect the first ones to be available in 2021. Our focus is on 3 core aspects - build great products, deliver awesome experiences and provide exceptional customer services to our users.
Raise Financial Services is founded by Pravin Jadhav, ex-Founder, Managing Director & CEO of Paytm Money. Pravin was also earlier Chief Product & Growth Officer at Servify, Head of Growth at Freecharge and held other leadership roles in prominent technology led consumer startups in India. Raise Financial Services is back by Mirae Asset, one of the world’s largest asset managers with over $450 Billion USD under management, and also by Founders & CEOs of leading technology startups like CRED, Flipkart, PhonePe, Pine Labs, Udaan, Freshworks, Freecharge, Jupiter, Shaadi and others.
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