Customer Service Manager - Operations, Sales, Insurance

Role Overview

The Customer Service Manager will oversee and enhance customer service operations across multiple locations, including Chandigarh, Ahmednagar, Nagpur, Nashik, Pune, Amritsar, Mohali, Ajmer, Jaipur, and Navi Mumbai. This role focuses on fostering strong relationships with customers while managing a team to ensure effective resolution of inquiries and concerns. The successful candidate will play a key role in shaping the customer experience and driving operational efficiencies.

Duties and Responsibilities

• Lead the customer service department by supervising daily activities and personnel.
• Develop strategic initiatives in collaboration with sales, marketing, and finance to enhance customer satisfaction and loyalty.
• Analyze customer feedback to identify trends and areas for operational improvement.
• Design and implement comprehensive training programs aimed at elevating team performance.
• Monitor performance metrics to evaluate service quality and effectiveness.
• Ensure compliance with relevant regulations and internal policies within the customer service function.
• Serve as a liaison between customers and various departments to resolve complex issues or escalate when necessary.
• Maintain accurate documentation related to customer interactions and departmental procedures.

Required Qualifications

• A minimum of 7 years of experience in customer service management or related fields such as banking or insurance.
• Proven leadership experience with demonstrated success in managing teams effectively.
• Strong knowledge of operations, sales processes, and relationship management practices.
• Familiarity with back office functions such as accounts payable is advantageous.

Desired Attributes

• Excellent verbal and written communication skills, facilitating clear interactions with customers and colleagues.
• Strong analytical abilities paired with a methodical approach to problem-solving.
• High emotional intelligence with the capability to manage diverse relationships effectively.
• Commitment to continuous improvement in customer service delivery.

Applications will be assessed against the stated requirements.