Customer Service Manager Okhla, Delhi

Job Description:

• Handle and manage complaints received via ERP, regulatory portals and leadership team.
• Ensure 100% closure of customer issues received via above sources within stipulated TAT.
• Responsible for ensuring delivery of exemplary customer experience.
• Ability to think, plan and execute with a “start-up” mentality.
• Recruit, mentor and develop service agents and nurture an environment where they can excel through encouragement and empowerment.
• Improve customer service procedures, policies, and standards.
• Working closely with internal and external teams to understand and give input into based on customer feedback.
• Avoid advisories from regulatory bodies.
• Participate in cross functional meetings to review information received from operational support functions to define action plans that resolve issues and drive continuous improvement
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Identify customer service trends and determines system improvements. Analyse variance and initiate corrective actions.
• Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Prepare and present MBR/QBR with senior leadership.