Customer Support Manager @ Employberry

Job Description

Department: Customer Support

Location: Mumbai

Role Summary

Raise is built on this core philosophy - we will bring exceptionally great products, awesome user

experience and best in class customer service to our users. We have started with our first step by

launching Investment && Trading platform Dhan (www.dhan.co)

As a Customer Service Managers would be responsible for overseeing teams of Customer Service

Representatives. Their primary duties include answering questions from clients and resolving

problems, setting goals to meet the needs of each team member as well as monitoring the progress

of customer cases.

You will work very closely with internal stakeholders, your team members in customer support

team, management and most importantly our customers. You will display empathy with customers

in all conversations, ensure you hear them well, and share with them the appropriate resolution (to

the point) and if not now, get back to them at the earliest. We are building Raise to deliver an

awesome customer experience and your role is critical for us to deliver that promise.

 

Expected Responsibilities:

Supervising customer support team and handling daily customer queries and disputes.

Manage and train the team with a focus on improving customer support and aim for their

overall professional development.

Set a clear mission and deploy strategies focused towards Customer Centricity mission

Ensuring effective and timely action to provide a superior customer experience.

Improve customer satisfaction across channels and set customer satisfaction goals, work

with the team to meet them on a consistent basis.

Evaluate and implement appropriate digital technologies to enhance the overall customer

experience.

Manage escalation management and end to end coordination with multiple stakeholders.

Initiate metrics and systems to measure the growth and performance of the team

Scale the team by capitalizing on opportunities for increased effectiveness, driving

productivity programs

Develop and continuously improve on processes to drive customer delight.

 

Expected Skills:

Graduation from relevant field is mandatory.

7 to 9 years of experience preferably from Broking industry.

Strong verbal, written communication skills and analytical skills.

High on professional discipline and process orientation.

Ability to effectively influence and communicate cross-functionally.

High on problem solving and be solution-oriented at all times.

Drive the team for Customer centric approach.

 

Our People && Culture

People and culture are the most important aspects of our business.

We are looking for team members just like us, in simple words - good people to work with and

demonstrate following personality traits:

Be super obsessed about ensuring customer satisfaction.

(We are here because of our customers, and will be here only if we serve our customers)

Respect your work, your team, your co-workers and our customers.

(The only way to get respect is to give it first)

Speed is all that matters. Ship right and ship faster.

(You either help the team move ahead fast, or you slow it down. We prefer the first.)

Humility && politeness over arrogance && over-confidence

(If you are the smartest one in the room, bring up others to speed. We are here to serve

our customers, not to prove a point.)

Quality over quantity.

(It is fine if you pick up a few things to do, but do them exceedingly well.)

Make your hands dirty irrespective of who you are.

(Our CEO && COO respond to customers everyday. Our CTO codes everyday. This is us.)

Talent and Competency over Credentials

Entrepreneurial, ownership driven and disciplined.

(We trust you to help us gain and retain the trust of our customers and our stakeholders)

Less words, more action.

(Believe in something show it by doing things. Not just by talking about it)

Flat hierarchy with open culture && conversations.

(You are among all of us, and we all are with you)

Passionate about the business you are a part of.

(Do it because you are passionate about it, not because its your job.)

Raise is an equal opportunity employer.

(We celebrate diversity and inclusion.)

Employement Category:

Employement Type: Full time
Industry: Banking
Role Category: Customer Service (Domestic)
Functional Area: Not Applicable
Role/Responsibilies: Customer Support Manager

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Keyskills:   escalation management process orientation customer experience monitoring the progres professional development customer centricity