Digital Customer Service Manager
- Sbi Mutual Fund sbimf
- 3 - 7 years
- Mumbai
- 1 month ago
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Job Description
A digital customer service manager plays a crucial role in addressing a company's customer service operations. Whose focused area is on addressing customer complaints, queries and enquiries from various sources. Manager responsibility is ensuring high-quality support and resolution to customers. Managers should have a deep understanding of business functions.
Job Title: Customer Service Manager
Key Responsibilities:
- Customer Support: Address and resolve customer complaint, query and enquiry related to digital assets, including transactions, account management, and platform navigation
- Team Leadership: Manage and supervise customer service representatives and support staff.
- Team Management: Lead a team of customer service representatives specializing in digital assets, ensuring they are knowledgeable and effective in their roles.
- Training and Development: Develop training programs for new staff and provide ongoing training to support functional team. Develop training materials and programs to educate staff on digital assets and service best practices.
- Performance Monitoring: Track team performance metrics and individual performance to ensure high standards of service.
- Customer Engagement: Address customer inquiries and complaints effectively, working to resolve issues promptly. Build strong relationships with customers through ongoing, meaningful interactions.
- Process Improvement: Analyze customer service processes and implement improvements to enhance efficiency and customer satisfaction.
- Compliance Oversight: Ensure that customer interactions comply with regulatory standards relevant organizational policies.
- Reporting: Prepare reports on customer service operations, feedback, and areas for improvement.
- Issue Resolution: Handle escalated customer issues, working to resolve complex problems efficiently.
- Feedback Loop: Gather customer feedback regarding digital asset services and work with product development teams to enhance offerings.
Required Skills:
- Communication: Excellent verbal and written communication skills to interact effectively with customers and team members.
- Problem-Solving: Strong analytical and problem-solving abilities to address customer issues efficiently.
- Empathy: Ability to understand and respond to customer needs and concerns with sensitivity.
- Leadership: Proven leadership skills to manage and motivate a team.
- Technical Proficiency: Familiarity with customer service software and tools.
Qualifications:
- Education: Bachelors degree in Business Administration, Communications, or a related field is often preferred.
- Experience: Previous experience in customer service roles, with a minimum of 3-5 years in a supervisory or managerial position. Previous experience specific to digital assets is a significant advantage.
Personal Attributes:
- Strong customer-centric mindset with customer-focused and attentive to detail.
- Patience and resilience in high-pressure situations.
- Ability to adapt to changing circumstances and diverse customer needs.
Job Classification
Industry: Financial Services (Asset Management)Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success, Service & Operations - Other
Role: Customer Success, Service & Operations - Other
Employement Type: Full time
Contact Details:
Company: Sbi Mutual Fund sbimfLocation(s): Mumbai
Keyskills: Customer Support Complaint Handling Customer Service Operations feedback loop Problem Solving Process Improvement Team Leadership Issue Resolution
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