Customer Service Manager

2 weeks ago

Bengaluru Pune, India Verifacts Services Private Limited Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: Client Service Manager Background Verification (BGV)

Department: Client Relations / Operations

Location: Bangalore

Employment Type: Full-time

Role Overview

The Client Service Manager will be responsible for managing client relationships, ensuring timely and accurate delivery of background verification services, and driving customer satisfaction. This role acts as a bridge between clients and internal teams, ensuring smooth onboarding, execution, and resolution of client queries.

Key Responsibilities

  • Serve as the primary point of contact for assigned clients in the BGV domain.
  • Understand client requirements and customize verification processes accordingly.
  • Coordinate with internal verification teams to ensure timely completion of cases.
  • Monitor SLAs and KPIs to maintain service quality and turnaround time.
  • Handle escalations and resolve client issues with professionalism and urgency.
  • Conduct regular client reviews and feedback sessions.
  • Maintain accurate documentation and reports for client interactions and service delivery.
  • Collaborate with sales and operations teams for client onboarding and renewals.
  • Identify opportunities for upselling or cross-selling BGV services.

Required Skills & Qualifications

  • Bachelors degree in Business Administration, HR, or related field.
  • 7+ years of experience in client servicing, preferably in the BGV or HR services industry.
  • Strong communication and interpersonal skills.
  • Ability to manage multiple client accounts and prioritize tasks.
  • Proficiency in CRM tools and MS Office Suite.
  • Problem-solving mindset with attention to detail.
  • Knowledge of BGV processes, compliance standards, and industry best practices.

Preferred Attributes

  • Experience working with large enterprise clients.
  • Familiarity with data privacy laws and employment verification protocols.
  • Ability to work under pressure and meet tight deadlines.
  • A proactive attitude and customer-first approach

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