Customer Service manager- Home loan dept. / Mumbai

Job Description:

Interaction with customers through different modes of communication (Including - Walk-in Customers,
Emails, and calls) to provide and process information in response to inquiries, complaints, and requests
about product and services of Shriram housing Finance.
FUNCTION: Customer Service LOCATION: Mumbai
DEPARTMENT: Customer Service SCOPE OF TRAVEL: Low
KEY STAKEHOLDERS (INTERNAL): Sales,
Operation, Credit and Collections

KEY STAKEHOLDERS (EXTERNAL):
Customers

JOB OVERVIEW: Interaction with customers through different modes of communication (Including -
Walk-in Customers, Emails, and calls) to provide and process information in response to inquiries,
complaints, and requests about product and services of Shriram housing Finance.
REPORTING STRUCTURE: State Customer service
QUALIFICATION: Graduate / Post Graduate
EXPERIENCE: 1) Minimum 2-3 years of experience in Customer Services (Banking / NBFC sector)
2) Candidate should be well versed in Complaints Management and Regulatory complaints
3) Work Experience of handling customers complaints/requests through - Walking Custome
JOB ROLE: Customer Service Manager

SKILLS AND COMPETENCIES:

KEY ROLES AND RESPONSIBILITIES:

Familiar with Complaints resolution process and specifically dealing with regulatory/Authority
complaints

Following up with internal departments like Sales, Accounts, IT & Technology, external agencies
for the closure of the unresolved customer complaints
& Escalations

Taking ownership of customer issues and acting as their advocate with internal stakeholders

Target first time resolutions, timely reply on tickets and ensure the SLA adherence

Retaining existing Customers through effective means of negotiation, offering collateral if any.
Maintaining MIS
Being updated on new products, product features and services.