
Customer Service Manager: Operations
2 days ago
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.
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