:

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)

- Candidate should be well versed in Complaints Management and Regulatory complaints




- 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 recent products, product features and services.

📌 Customer Service manager- Home loan dept. / Mumbai
🏢 Acura Solution
📍 Mumbai