Manager - Customer Service

Talent Leads Consultants
  • Mumbai
  • Confidential
  • 5-8 years
  • Views
  • 14 Mar 2018

  • Customer Service

  • Recruitment/ Staffing
Job Description

Job Responsibilities: Lead and manage the call center activities Coordination with pan India branches Preparing reports for compliance, senior management, and other regulatory requirements Complaint management and timely responses to regulatory bodies Key Accountabilities: Lead and manage the team of customer service officers for the call center activities from HO Monitor and track the productivity (calls / emails) for the CSO s as per business standards Resolving investor / distributor queries through inbound calls and emails Analyze the investor / distributor interactions at the branch / call center and provide detailed MIS reports to senior management Evaluate systems / processes to ensure implementation of cost effective solutions without impacting business / regulatory requirements Complaint management and key compliance reporting for SEBI and other regulatory authorities. Ensuring timely responses for all complaints / queries received Analysis of complaint types and recommending processes to reduce escalations Central coordinator for pan India branches Coordination with RTA for query/ issue resolution and reporting requirements

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