Core Responsibilities:

Customer request/query/complaint management
Ensure rightful resolution of customer query and/or request within TAT/SLA
Drive process improvements to reduce complaints and increase customer delight
Coordinate and liaison across departments for resolution of complaints

Call center management
Monitor customer communication routed through Call center and review service quality of call center vendor
Conduct periodical updates with respect to policy and process changes with the Call Center

Manage communication/system changes having direct customer impact
Review system/portal changes having impact on customer and monitor and plan all system generated communication to customers
Manage the operation delinquency voice process

Team Management
Ensure manpower planning and team management




Provide training for the team members and provide process updates and ensure high motivation and engagement levels of team members
Drive customer centricity and sensitivity across the team

Build and facilitate business retention process

Help resolve all audit queries and support business activities(With respect to Customer Communication)

Provide analysis of reports and records and maintain monthly customer service reports/MIS

Graduate : Yes

Masters/Postgraduate: Optional

Desired Experience:
- years of experience in customer service/quality/retail assets

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Manager Crm Mumbai
🏢 Tata Capital
📍 Mumbai