Role Summary:-

Responsible for managing customer service operations, leading service teams, handling escalations, ensuring RBI-aligned grievance redressal, and improving customer experience and service efficiency.

Key Responsibilities

- Manage customer service operations across calls, email, and digital channels.
- Monitor CRM/ticketing systems, SLA/TAT, FCR, AHT, backlog, and service quality.
- Lead, train, coach, and manage customer service teams.
- Handle customer escalations and ensure timely grievance resolution.
- Ensure adherence to RBI guidelines, Fair Practice Code, SOPs, and data privacy requirements.
- Manage QA, RCA, CAPA, audits, and continuous process improvement.
- Prepare MIS reports and analyze service performance and customer trends.
- Manage workforce planning, rosters, productivity, and attrition.





Key Skills & Competencies

- Strong knowledge of NBFC products and financial services.
- Hands-on experience with CRM/ticketing tools and contact center systems.
- Strong analytical skills with advanced proficiency in MS Excel / Google Sheets for MIS reporting, service analytics, and KPI tracking.
- Proven people management and leadership capabilities.
- Solid understanding of RBI regulations, grievance handling, and compliance requirements.
- Excellent communication, stakeholder management, and problem-solving skills.
- Ability to manage escalations and perform effectively in high-pressure environments.

📌 Customer Service Manager (Kolkata)
🏢 Bridgexcel
📍 Kolkata