We are hiring for Customer Service Role.

Role : Customer Service Manager
Reporting to : Lead Customer Service
Place of Posting : Marol, Andheri East (Near Marol Metro Station)

Job Purpose

Responsible for seamless customer service and complaint management through contact center and collaboration with stakeholder departments

Key Responsibilities

- Manage customer service and complaint management for the organization through call center and coordination with stakeholder departments
- Enhance customer experience across the lifecycle through service and complaint resolution frameworks
- Timely resolution of customer grievances
- Handle escalated complaints including ones from senior management, regulator, social media etc.
- Coordinate with Legal / Compliance departments in resolution of regulator complaints
- Driving Adoption and Penetration of recent Capability Builds (technology and others)
- Continuous engagement with partners (call center / vendors) for performance outcomes, deliverables, improvements
- Manage a Team of 3-4 Customer Service Executives

Key Deliverables

- Customer Experience Score
- Business Metrics upkeep of service and complaint SLAs




- Process Excellence ongoing review for process adherence, inputs for re-engineering and implementation
- New CRM implementation timely completion and training of customer engagement + operations teams

Required Experience:

- Min 8 years experience in similar role
- Relevant experience in BFSI industry
- In-depth understanding of loans / retail lending

Educational Qualification

- Graduate / Post Graduate in any stream

Technical Competencies

- In-depth knowledge of CRM
- Hands on knowledge of MS Office
- Should have prior experience with managing complaints including escalations

Behavioral Competencies

- Customer Centricity
- Execution Focus
- Collaborative Approach
- People Excellence

Personal Attributes

- Excellent written and verbal communication
- Good interpersonal skills
- Able to multitask
- Willingness to learn and ability to upgrade ones skills regularly

If you are interested to experience a growing, agile and exciting workplace setting, come be a part of the Avanse family!

📌 Customer Service Manager (Mumbai)
🏢 Avanse Financial Services
📍 Mumbai