Hi,

This is regarding job chance with leading NBFC.

Designation: AVP - Customer Service - Gold loan

Location: Mumbai

Experience: 8-12 years

Role & Responsibilities:

-Oversee and manage a group of about forty-five direct tele callers who handle lead generation, customer service, and welcome calling.

-Monitor daily operations, productivity, service levels, quality, and team performance.

-Clearly define performance goals and motivate the group to meet business and customer service objectives.

-Conduct regular performance reviews, coaching, feedback, and training sessions.
-Handle incoming calls, mails, comments, complaints, and direct and indirect backend inquiries about NBFC products through the PAN India Helpline Customer Service.
-Assure prompt and efficient handling of client inquiries, service requests, disagreements, and escalations.

-Create,



implement, and review Standard Operating Procedures (SOPs) for contact center and customer service operations on a regular basis.

-Define defined roles, responsibilities, procedures, and escalation mechanisms within the Customer Service function.

-Launch and oversee Gold Loan Lead Generation initiatives using closed or current client categories.
-Utilize the contact center to advance initiatives for welcome calling and lead generation.

Interested candidate can share their updated CV on [email protected]

#GoldLoan #GL #CustomerService #ContactCentre #InboundCalls #TeamManagement #TeamLead #TeamHandling

📌 AVP - Customer Service - Gold loan (Mumbai)
🏢 Premier Consultants
📍 Mumbai