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Sr. Manager - Customer Service

Keywords / Skills : Hr services, HR solutions

30 - 35 years
Posted: 2019-10-12

Industry
Recruitment/Staffing/RPO
Function
IT
Role
Customer Service Executive (Voice)
Posted On
12th Oct 2019
Job Ref code
3130
Job Description

Job Description

About Us :
We at Vitasta Consulting Pvt. Ltd is servicing the talent acquisition needs for many national and international clients across various domains. We have been helping find a large number of our clients quite a few leaders, functional experts as also emerging precocious talent since 1997.

About Company :
Our client is a non - deposit taking and non-systematically important non-banking financial company registered with RBI.They has found a niche in the lending business targeting small and medium d retailers. Our client's product is entirely different from a typical bank loan. Essentially they have bypassed the lengthy procedures of underwriting and cumbersome paperwork, done away with the burden of a fixed EMI system.

Roles and Responsibility :

Sr. Manager - Customer Service
Candidate Profile: The candidate must be a Graduate. Masters in Business Management would be additional qualification. He/ She should be aged between 30-35 yrs with 12+ in a banking / service industry with good knowledge of customer life cycle and organization processes impacting the customer experience. Essential Duties and Responsibilities
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards;
  • Resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
  • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analysing information and applications.
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
  • Accomplishes information systems and organization mission by completing related results as needed.

  • Qualification & Experience
  • Management degree in finance/business from reputed institute will be given preference.
  • 10 to 15 years of experience in customer relationship management
  • Knowledge of product development as well as business process re-engineering.

  • Skills and Competencies
  • Good business sense
  • The ability to motivate and lead a team
  • Good communication and 'people skills'
  • The ability to work calmly under pressure
  • IT Savvy and good exposure in analytics.

  • Reports To V P Operations and Business Excellence
    Place of posting Mumbai

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