Customer Service Excellence Manager

1 month ago


Mumbai, Maharashtra, India Raise Financial Services Full time

At Raise Financial Services, we're on a mission to deliver exceptional customer experiences through our technology-led consumer products and infrastructure services.

We're looking for a seasoned CUSTOMER SERVICE EXCELLENCE MANAGER who will help us elevate our customer satisfaction, loyalty, and retention levels. As a key member of our team, you'll be responsible for leading our customer service teams in achieving company initiatives, setting goals, and effectively communicating them to team members.

You'll work closely with internal stakeholders, including your team, functional head, founders, and customers. Your primary focus will be on ensuring empathy with customers in all conversations, hearing them well, and providing timely resolutions. Our goal is to build an awesome customer experience, and your role is critical to delivering that promise.

About the Role:

  • Supervise the customer service team to ensure effective and timely action to provide a superior customer experience.
  • Set clear missions and deploy strategies focused on customer centricity.
  • Mentor and groom the team to improve customer service and overall professional development.
  • Improve customer satisfaction across channels by evaluating and implementing digital technologies.
  • Handle escalation management and seamless coordination with multiple stakeholders.
  • Develop and continuously improve processes to drive customer delight.

About You:

  • Graduation degree from any field is mandatory; post-graduation would be a plus.
  • Proven working experience as a Customer Service Manager.
  • 8-10 years of experience overall with 5-6 years in the Broking industry.
  • Good command over English with strong written communication skills and strategic thinking ability.
  • Working knowledge of customer service software, databases, and tools.

Salary: ₹20,00,000 - ₹25,00,000 per annum (based on qualifications and experience)

Location: Mumbai (Borivali East)

Benefits: We offer a comprehensive benefits package, including medical insurance, retirement savings plan, paid time off, and opportunities for growth and professional development.



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