Role Overview:

The Customer Service Manager will be responsible for delivering prompt and effective resolutions to customer inquiries, complaints, and service requests across multiple communication channels. The role involves coordinating with internal teams and external stakeholders to

ensure high service standards, regulatory compliance, and customer satisfaction.

Role & responsibilities

- Respond to customer queries, complaints, and requests through walk-ins, emails, and phone calls.
- Manage regulatory complaints and ensure timely and satisfactory resolutions.
- Take ownership of customer issues and act as a liaison between the customer and internal teams.
- Follow up with Sales, Credit, Operations, Accounts, and IT teams for closure of service issues and escalations.
- Ensure compliance with internal service-level agreements (SLAs) and first-time resolution standards.
- Engage in effective communication and negotiation to retain customers and resolve dissatisfaction.




- Provide support by offering alternative solutions or collaterals, where applicable.
- Maintain updated MIS reports for service requests, escalations, and resolution timelines.
- Stay updated on Home Loan (HL), Loan Against Property (LAP), and Business Loan (BL) products and features.

Preferred candidate profile

- Robust communication skills and a customer-centric approach with a focus on ownership and resolution.
- Excellent listening, problem-solving, and analytical skills.
- Working knowledge of Home Loans (HL), Loan Against Property (LAP), and Business Loans (BL).
- Hands-on experience in complaint management, including handling regulatory/authority complaints.
- Proficient in MS Office (Excel, Word, PowerPoint) and comfortable using digital tools and
- communication systems.

📌 Customer Support Executive (Mumbai)
🏢 Truhome Finance
📍 Mumbai