About your role :

Our fintech start-up is looking for a customer service expert leading at a managerial position. A successful candidate would have the experience and hands-on experience to build a team and design processes that delight customers, currently handling a team that is delivering great customer experience and knows unique ways to deal with customers. If you are a person that is excited by this vision, ready to take up challenges and stretch boundaries while enjoying freedom with responsibility, then we are looking for you.

Roles and Responsibilities :

A customer service manager will be responsible for :

- In charge of the building, developing and leading the customer service team overall.

- Developing and designing processes, S.O.P- s, TAT's per channel, knowledge bank, customer communication channels, messaging & interventions.

- Developing a knowledge bank from Scratch and updating with relevant information for form a central document.

- Continuous / timely improvement of processes, S.O.P- s, TAT, knowledge bank and customer communications, with RCA of each.

- Working closely with internal teams as well as working with bank support teams (tech, customer service, etc) to resolve customer queries.

- Training and development of new employee(s) and old employee(s) on product, soft skills and improvement areas.

- Oversee and lead a team of Team Lead(s) and agents.

- Develop and design KRA's for the all-team members.

Functional Understanding :

Experienced in/with :

- Deep understanding of call center metrices (AHT, Staffing, FTR, NPS, CSAT) and its business impact.

- Omni Channel support (Call, Chat, Email, WhatsApp and more)

- Social Media management

- Data analytics and representation

- Data driven decision making

Work Experience & Skills :

- Atleast 12 years of work experience overall with a team leading experience of 8 years of leading a team and managerial position for 4 years.

- Financial or Fintech experience is a must.

- Should have been leading a team of 2 team leaders and 20 agents or more currently.

- Working in a start-up ecosystem is mandatory.

- Should be able to develop things grounds up.

- Excellent data analytical skills.

- Should have excellent command over English (read, write and speak).

Education Qualification :

- MBA / PGDM in operations a must for this role

- Additional certification will add to the candidature.

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