Customer Service Director

5 days ago


Delhi, Delhi, India Fusion Finance Ltd Full time
Company Overview:
Fusion Finance Ltd is a pioneering Non-Banking Financial Company - Microfinance Institution (NBFC-MFI) established in 2010. Our mission is to empower underprivileged women entrepreneurs by providing customized financial solutions, transforming lives and fostering economic growth.

Job Description:
We seek an exceptional Customer Service Director to lead our Customer Grievance team. As a key member of our leadership team, you will be responsible for developing and implementing strategies to enhance customer satisfaction and resolve recurring issues. Your expertise will play a crucial role in ensuring timely and satisfactory resolution of customer complaints, while maintaining a high level of professionalism and efficiency.

Key Responsibilities:
* Develop and implement effective customer feedback mechanisms to improve service quality
* Collaborate with cross-functional teams 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

Requirements:
* Minimum bachelor's degree; MBA preferred
* Proven experience in 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
* Proficiency in customer service software and Microsoft Office Suite

Candidate Profile:
Ambitious professionals with a passion for delivering exceptional customer experiences are encouraged to apply. If you possess the required skills and qualifications, please submit your application.

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