Manager - Customer Support - FinTech (3-7 yrs)
Responsibilities:
- Managing all the entire support teams as well as monitoring the performance of the teams.
- Improve customer service experience with incrementing CSAT,and facilitate organic growth.
- Take ownership of customers issues bought by the team leads and accordingly highlight it to the management for the resolution.
- Focus on the set OKR's and SLA's of the teams and manage it accordingly.
- Develop service procedures, policies and standards
- Analyse statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry's developments and apply best practices to areas of improvement
- Control resources and utilise assets to achieve qualitative and quantitative targets.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
