About company :

- India's leading Financial Services Provider and Broker, having offices throughout India with more than 1000 employees

- Job title  : Customer Service and Support Manager

- Job location : across the state of Gujarat, Mumbai, Bangalore, and Hyderabad

Education qualification: Bachelors or Master Degree in Business Administration, certification course in customer support preferable

Work experience :

- Minimum experience of 7+ years in customer service support preferably in capital markets, working knowledge of customer service software, database and tools, Strong client-facing and communications skills

- Solid written and verbal English communication

Responsibilities :

- Lead, motivate and supervise customer support team of 20 to 25 agents to help build good customer service

- Recruiting, selecting, orienting, coaching, counseling and disciplining customer support team reporting directly or indirectly

- Manage interdepartmental activities, learning about organization's products and services in details and keeping up to date with changes

- Arrange training and development activities for customer support staff

- Take ownership in handling complaints and queries from clients as well as customer support staff

- Control resources and utilize assets to achieve qualitative and quantitative standards set for customer support

- Develop and implement a customer support policy, service level agreements for entire organization

- Writing report analysis of customer support team, measure success ratio based on ticketing mechanism on regular basis

- Ensuring smooth functioning of all the product and service related queries of internal and external clients - Maintain an orderly workflow according to priorities

- Identify tools to capture and measure customer satisfaction and improve services

- Investigating and solving complex queries of from customers courteously on regular basis

Skills :

- Proficient knowledge of MS Excel, PowerPoint, Word software.

- Excellent written and verbal communication skills.

- Problem Solving or Analysis skill.

- Should be Accurate and responsible

CTC: Rs.6.0 Lpa to 12.0 Lpa (depends on current CTC, relevant work experience & qualification)

Key Skills: MS Excel, PowerPoint, Word software, written and verbal communication skills

Location: Bengaluru/Bangalore, Hyderabad/Secunderabad, Mumbai, Rajkot

Required Experience : 7-10 yrs

Position s: 4

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