- Job Title: Customer Service Manager – AU Small Finance Bank
- Job Location: Multiple Locations Across India
- Department: Customer Service
- Employment Type: Full-Time
- Experience Required: 3-5 Years in Banking or Financial Services
- Education: Bachelor’s Degree in Business, Finance, or a related subject. MBA desired.
Job Summary: Customer Service Manager
AU Small Finance Bank is looking for a committed and skilled Customer Service Manager to oversee the everyday operations of our customer support department.
The best candidate can be answerable for making sure the very best degree of consumer satisfaction, handling a collection of customer support representatives, and implementing strategies to decorate issuer fantastic. This function is pivotal in retaining consumer relationships and the usage of the financial institution’s dedication to offering excellent banking reviews.
Key Responsibilities: Customer Service Manager
1. Team Management
- Supervision and Leadership: Lead, mentor, and manipulate a set of customer service representatives to gain their regular typical performance dreams. This consists of putting easy dreams, presenting ordinary remarks, and wearing out average performance critiques.
- Training and Development: Identify schooling desires and offer education to beautify the institution’s abilties in customer support, product know-how, and trouble decision.
- Scheduling and Workload Management: Create and manipulate body of workers schedules to ensure good enough insurance finally of pinnacle times. Balance workloads efficaciously to keep high ranges of productivity and providers.
2. Customer Service Operations
- Customer Interaction: Oversee all consumer interactions to ensure they’ll be treated right away and efficiently, preserving the financial institution’s popularity for service excellence.
- Issue Resolution: Address and resolve escalated purchaser lawsuits and issues. Ensure that everyone’s troubles are solved in the economic organization’s tips and in a way that preserves purchaser loyalty.
- Process Improvement: Continuously assessment and enhance customer support strategies to decorate common overall performance and patron delight. Implement fine practices and progressive strategies to satisfy client desires.
3. Customer Satisfaction and Relationship Management
- Customer Feedback: Monitor and take a look at customer comments to grow to be aware of dispositions and regions for improvement. Develop strategies to deal with commonplace troubles and enhance the general patron enjoyment.
- Relationship Building: Foster robust relationships with key clients via way of facts their desires and providing personalized issuer. Work cautiously with unique departments to ensure an unbroken enjoyment for customers.
- Customer Retention: Implement retention strategies to lower customer attrition. Use purchaser facts and insights to proactively cope with capacity problems in advance before they boom.
4. Performance Metrics and Reporting
- KPIs Management: Track and observe key average performance signs (KPIs) associated with customer support, which include response time, decision price, and customer pleasure ratings. Use those metrics to manually organize well-known typical performance and come to be aware of areas for development.
- Reporting: Prepare regular reports on customer support and normal overall performance for senior control. Highlight successes, traumatic situations, and areas for improvement.
- Compliance: Ensure that every customer supports sports activities activities follows regulatory requirements and inner rules. Maintain updated information on banking guidelines and company requirements.
5. Technology and Tools Management
- CRM Systems: Oversee the use of Customer Relationship Management (CRM) systems to control client interactions and facts. Ensure the organization is professional on the CRM equipment and that they’re used successfully to beautify the provider.
- Automation and AI Tools: Explore and put into effect automation and AI systems to streamline customer service techniques, which include chatbots and automated reaction systems. Evaluate the effectiveness of that gadget and make adjustments as vital.
- Data Management: Ensure correct and solid management of purchaser records in compliance with privacy legal guidelines and banking guidelines. Promote fine practices in information management and protection within the group.
Required Skills and Qualifications: Customer Service Manager
1. Educational Background
Bachelor’s Degree: In Business Administration, Finance, Banking, or an associated discipline is needed.
Advanced Degree: MBA or identical is preferred and may be an introduced gain.
2. Professional Experience
Banking Experience: A minimum of 2-4 years of experience in customer support roles within the banking or economic offerings industry is vital.
Leadership Experience: Proven revel in in coping with companies and riding average overall performance in a customer support environment.
Customer Relationship Management: Demonstrated capability to assemble and maintain sturdy customer relationships, with a focal point on carrier excellence.
3. Core Competencies
Communication Skills: Excellent verbal and written communique talents. Ability to talk complex data in truth and concisely to customers and organization participants.
Problem-Solving: Strong problem-solving competencies with the capability to suppose seriously and make options in a short-paced surroundings.
Analytical Skills: Ability to investigate information and metrics to energy desire-making and enhance customer support techniques.
Leadership Skills: Strong leadership and motivational competencies. Ability to inspire and lead a set toward reaching organizational goals.
Technical Proficiency: Proficiency in the utilization of CRM systems, MS Office Suite, and distinct relevant software program application applications. Familiarity with automation equipment and AI in customer support is a bonus.
4. Personal Attributes
Customer-Centric: A robust determination to provide top-notch customer support and exceed consumer expectations.
Detail-Oriented: High interest in detail, making sure that each customer service interactions are handled with accuracy and professionalism.
Adaptability: Ability to conform to converting client wishes and evolving industrial company environments.
Integrity: High level of integrity and professionalism in coping with sensitive customer facts and making selections.
Career Growth and Development
1. Professional Development Opportunities
Training Programs: AU Small Finance Bank gives non-forestall gaining knowledge of possibilities through inner and external education programs. Employees are encouraged to expand their competencies and live up to date with the extremely cutting-edge trends in banking and customer service.
Certifications: Support for obtaining relevant certifications in customer service management, banking operations, and exceptional areas that contribute to the export boom.
2. Career Path
Advancement Opportunities: As a Customer Service Manager, there are clear pathways to enhance into senior management roles in the financial institution. Successful managers can develop to positions along with the Regional Customer Service Head or maybe higher leadership roles in the corporation.
Performance-Based Growth: Career development is based totally on standard performance, with pinnacle performers being identified and rewarded through promotions and one-of-a-type incentives.
Work Environment: Customer Service Manager
1. Collaborative Culture
Teamwork: AU Small Finance Bank promotes a collaborative artwork environment wherein teamwork is particularly valued. The financial group believes in collective fulfillment and encourages employees to work collectively to acquire common dreams.
Open Communication: An open-door insurance guarantees that all institution members can talk overtly with leadership, fostering a manner of life of transparency and remember.
2. Employee Well-being
Work-Life Balance: The monetary organization acknowledges the importance of work-life balance and gives flexible artwork preparations whenever possible.
Health and Wellness: Comprehensive fitness and proper being applications are to be had to assist personnel’s physical and highbrow well-being.
AU Small Finance Bank’s Commitment to Diversity and Inclusion
AU Small Finance Bank is an identical possibility enterprise and is dedicated to developing a diverse and inclusive place of jobs. We do not forget that the range in our group of workers drives innovation and better choice-making. We welcome applications from people of all backgrounds and are committed to imparting a supportive environment for all employees.
How To Apply for Customer Service Manager?
Interested candidates who meet the above qualifications are advocated to use via submitting their resume and a cowl letter via the AU Small Finance Bank’s career portal.
The recruitment process will embody a preliminary screening, accompanied thru way of interviews with the customer service management crew and HR.
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