A Customer Service Manager would primarily deal with individual retail & HNI customers and will be servicing them; she will be responsible in resolving queries and in providing positive customer service experience to the assigned clients related to services offered by the organization.
Operational Governance
Ensure all processes are followed to ensure that there are no operating losses/ Frauds.
Tracks customer complaints/queries and turnaround times for customer satisfaction.
Accurate and timely processing of customer instructions
Ensure adherence to KYC Norms.
Maintain standards to comply with Company Audit.
Customer Experience Management:
Ensure quality customer service is delivered.
Effective relationship management by monitoring the movement of the customers and implement a customer retention program.
Minimize rejections and customer complaints to create a wow experience.
Hold periodic customer meets.
Customer query handling / complaint resolution.
Specific initiatives taken to improve service and reduce bottlenecks and customer complaint.
Customer visits as per laid down call frequency.