Customer Service Strategic Lead

3 weeks ago


Mumbai, Maharashtra, India Motilal Oswal Full time
About the Role

As a Customer Service Strategic Lead at MO Alternate Investment Advisors Private Limited, you will play a vital role in enhancing our organization's reputation and fostering customer satisfaction.

You will be responsible for delivering exceptional service to customers, managing daily operations of the customer service department, and driving continuous improvements in customer service processes.

This is an excellent opportunity for those who enjoy working in a fast-paced environment and are passionate about providing top-notch customer service.

Key Responsibilities:

  1. Customer Support & Issue Resolution: Handle customer complaints and complex service issues in a professional manner. Ensure that all customer inquiries and issues are resolved in a timely and satisfactory manner. Monitor and analyze customer service trends and adjust processes as needed.
  2. Process Improvement: Identify areas for improvement in customer service processes and implement enhancements. Develop strategies to improve customer satisfaction and loyalty.
  3. Reporting & Analysis: Prepare and present regular reports on customer service metrics, including response times, resolution times, customer satisfaction scores, and other KPIs. Analyze customer feedback and trends to inform operational decisions and improvements.
  4. Cross-Functional Collaboration: Work closely with Finance and Sales Teams to stay informed about company offerings, new products, or updates that could impact customers. Communicate customer insights and feedback to relevant teams to inform business decisions. Collaborate with other departments to resolve customer concerns related to products, services, or policies. Ensure all customer service policies and procedures are followed accurately and consistently.
  5. Maintain Customer Relationship Management (CRM) System: Ensure accurate and timely entry of customer information, inquiries, and resolutions in the CRM system. Leverage CRM data to identify customer patterns, predict needs, and improve overall service.

The ideal candidate will have a Post-Graduate degree in Finance such as CFA / MBA / CA, and 5+ years of experience in customer service, with 2+ years in a Financial Service Industry.



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