Customer Service Manager: Operations

2 days ago


Mumbai City District, India Mcap Wealth Full time ₹ 2,00,000 - ₹ 6,00,000 per year

I: KEY RESPONSIBILITY AREAS:

A Customer Service Manager would primarily deal with individual retail & HNI customers and will be servicing them; she will be responsible in resolving queries and in providing good customer service experience to the assigned clients related to services offered by the organization.

# Operational Governance

  • Ensure all processes are followed to ensure that there are no operating losses/ Frauds.
  • Tracks customer complaints/queries and turnaround times for customer satisfaction.
  • Accurate and timely processing of customer instructions
  • Ensure adherence to KYC Norms.
  • Maintain standards to comply with Company Audit.

# Customer Experience Management:

  • Ensure quality customer service is delivered.
  • Effective relationship management by monitoring the movement of the customers and implement a customer retention program.
  • Minimize rejections and customer complaints to create a wow experience.
  • Hold periodic customer meets.
  • Customer query handling / complaint resolution.
  • Specific initiatives taken to improve service and reduce bottlenecks and customer complaint.
  • Customer visits as per laid down call frequency.

  • Customer service

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