Career Opportunities

Position

Sr.Deputy Manager – Customer Service

Incumbent

Department

Operations

Function

Operations – Customer Service

Reporting to

Manager – Customer Service

Band

5B

Location

Gurgaon 90CTeam size (D/I)10-15

JOB SUMMARY:

We are seeking an experienced and motivated Customer Service-Sr. Deputy Manager to manage and support team. The ideal candidate should have passion for customer service and possess strong leadership skills to manage and motivate team members. The Sr.DM will be responsible for providing guidance, feedback and support to the team to ensure a high level of customer satisfaction

KEY RESPONSIBILITIES:

Manage and oversee the daily operations of team

Provide leadership, training, coaching and support to team members to ensure they meet performance goals and objectives

Monitor team performance and develop action plans to improve productivity, efficiency and quality of service

Develop and maintain customer service standards and policies to ensure a high level of customer satisfaction

Identify opportunities for process improvements and make recommendations to management

Coordinate with other department to resolve customer issues and complaints in a timely and effective manner





Collaborate with management to develop strategies to enhance customer experience and drive customer retention

Develop and maintain reports of team performance, including metrics such as volume, resolution time, Customer Satisfaction rating

Conduct regular performance evaluation and provide feedback to team members

Measures of Success

Customer satisfaction scores (DNPS)

TAT of Customer/Agent query resolution as per defined SLA

Employee satisfaction/Internal Audit

Quality/Accuracy of resolution

Knowledge and skills required:

At least 3-5 years of experience in a customer service leadership role

Excellent communication, interpersonal and problem solving skills

Solid leadership, coaching and motivational skills

Ability to analyze data and make data-driven decisions

Knowledge of customer service software, such as CRM and ticketing system

Experience with managing remote teams

Ability to work in a fast-paced environment and manage multiple priorities

Strong organizational and time management skills

Ability to adapt to changing circumstances and be flexible

Desired qualifications and experience:

Should be a graduate, preferably MBA and knowledge of Life Insurance sector will be an add-on

📌 Senior Deputy Manager - Customer Service (Shevapet)
🏢 Axis Max Life Insurance
📍 Shevapet