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Customer Service Manager_Jaipur

Aditya Birla Group — Jaipur, WEST SINGHBHUM

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Experience 0-5 Years yrs
Age 21-35 yrs
Gender Both
Salary Not Disclosed LPA
Department Sales Loans
Product Loans

Job Description

4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated

Key Result Areas (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

Contact center operations

  • Inbound duties include answering to product enquiries and accepting and servicing incoming queries, requests & complaints
  • Outbound duties include welcome calling to all new customers and other types of engagement and servicing outcall
  • Monitor SLAs and quality measurements regularly, and refine SOPs for service agents accordingly 
  • Ensure customer requests/queries/complaints are effectively managed by Service agents without impacting the SLA, TATs or customer satisfaction
  • Manage escalations received from team members, and facilitate quick resolution
  • Highlight process deviations as shared by customers with relevant internal stakeholders for ensuring process compliance in their respective teams
  • Carry out data analysis to derive insights for ensuring process optimization 
  • Organize trainings for team members to update them with information around new products, regulatory changes, etc.

Sales assist & business generating operations

  • Ensure sales assist out call is done to all leads received through various marketing and business development activities
  • Ensure customer is taken through the onboarding journey with complete explanation and clarity on the process & requirements
  • Aim to successfully convert maximum number of leads to customers and pass the same to sales teams
  • Perform cross selling and upselling calling to existing customers

MIS & Reporting

  • Ensure compliance of all processes with regulatory guidelines and ABFSG standards
  • Track and analyze MIS dashboard related to customer queries, complaints, SLA and TAT achievement, and draw insights from the same
  • Share updates on operational issues with Section Head – Service Delivery 

Team Management

  • Build a strong, efficient and motivated team of customer service agents for the contact center 
  • Ensure the team is up to date on the latest product offerings across the different business verticals in order to respond to customer requests
  • Define performance metrics and standards as per the prescribed SLAs, quality parameters and TATs
  • Provide guidance and support to team members on an ongoing basis, and recommend trainings for the team

Frequently Asked Questions

What are the eligibility criteria for the Customer Service Manager_Jaipur job at Aditya Birla Group?

Eligibility typically includes the qualifications and experience outlined in the job description above, with around 0-5 Years years of relevant experience expected for this role.

What are the primary responsibilities of a Customer Service Manager_Jaipur at Aditya Birla Group?

The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Customer Service Manager_Jaipur at Aditya Birla Group.

Is prior experience required for this position?

This role requires around 0-5 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.

What skills are important for this role?

Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.

How do I apply for the Customer Service Manager_Jaipur role at Aditya Birla Group?

You can apply directly using the Apply Now button on this page, which will take you to Aditya Birla Group's application process for this role.