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Role: Area Customer Service Manager
Location: Kolkata
Exp range: 8 to 12 yrs
- Leading a team of Approx: 6-7 Customer Service Officers to address requests/complaints received from clients for all for Retail Asset Products (Eg: Home loan / LAP/Personal Loan).
- Address Service Request /Complaints including those created by channel partners (Branches / Wealth/Contact Centre) and ensure all are closed within TAT
- Drive Digital Adoption for all Retail Asset Clients
- Close looping of Complaints and TNPS Detractor feedbacks end to end and incorporate changes for improvement. Ensure we maintain benchmark TNPS score of +65
- Process modifications and Business Process Reengineering to bring about efficiency in process and customer delight.
- Quality of Service Request and Resolution as given to customers to be monitored. Feedback and corrective action to be taken if any error noticed
- Review Team’s Performance each Month and provide feedbacks and support team to achieve their respective KRA’s.
- Ensure adequate training and certifications are completed for each staff member / Ensuring Team Strength in Place
- Drive Cross sell and focussed on revenue generation
Others
- Believes in team work and identify and utilizes each team member’s strength and knowledge for achievement of short and long term organization goals
- Apply best practices and focus on areas of improvement
- Focussed towards achievement of teams and own KRAs
- Building rapport and coordinating with internal stakeholders and ensuring customer requests are addressed on time