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Customer Service Manager_Jaipur

Aditya Birla Capital

RemoteFull timeMid levelPosted today
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About the role

  • Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated

Key Result Areas ( Max 1325 Characters) Supporting Actions (Max 1325 Characters)

Contact center operations

  • Inbound duties include answering to product enquiries and accepting and servicing incoming queries, requests & complaints
  • Outbound duties include welcome calling to all new customers and other types of engagement and servicing outcall
  • Monitor SLAs and quality measurements regularly, and refine SOPs for service agents accordingly
  • Ensure customer requests/queries/complaints are effectively managed by Service agents without impacting the SLA, TATs or customer satisfaction
  • Manage escalations received from team members, and facilitate quick resolution
  • Highlight process deviations as shared by customers with relevant internal stakeholders for ensuring process compliance in their respective teams
  • Carry out data analysis to derive insights for ensuring process optimization
  • Organize trainings for team members to update them with information around new products, regulatory changes, etc.

Sales assist & business generating operations

  • Ensure sales assist out call is done to all leads received through various marketing and business development activities
  • Ensure customer is taken through the onboarding journey with complete explanation and clarity on the process & requirements
  • Aim to successfully convert maximum number of leads to customers and pass the same to sales teams
  • Perform cross selling and upselling calling to existing customers

MIS & Reporting

  • Ensure compliance of all processes with regulatory guidelines and ABFSG standards
  • Track and analyze MIS dashboard related to customer queries, complaints, SLA and TAT achievement, and draw insights from the same
  • Share updates on operational issues with Section Head – Service Delivery

Team Management

  • Build a strong, efficient and motivated team of customer service agents for the contact center
  • Ensure the team is up to date on the latest product offerings across the different business verticals in order to respond to customer requests
  • Define performance metrics and standards as per the prescribed SLAs, quality parameters and TATs
  • Provide guidance and support to team members on an ongoing basis, and recommend trainings for the team

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