Customer Service Relationship Manager- Operations Job

A 'Customer Service Manager' would primarily deal with individual retail & HNI customers and will be servicing them she will be responsible for resolving queries and providing good customer service experience to the assigned clients related to services offered by the organization.

Key Responsibilities:

1. Customer Service Management:
- Handle individual retail and HNI customers, providing excellent customer service and resolving queries related to the organization's services.
- Ensure a high-quality customer service experience for assigned clients.

2. Operational Governance:
- Follow processes to prevent operating losses or fraud.
- Track customer complaints/queries and monitor turnaround times for improved customer satisfaction.
- Process customer instructions accurately and in a timely manner.
- Ensure compliance with KYC norms and maintain audit standards.

3. Customer Experience Management:
- Deliver quality customer service and maintain effective relationship management to ensure customer retention.
- Minimize rejections and complaints, creating a positive customer experience.
- Organize periodic customer meetings and manage customer queries/complaints.
- Implement initiatives to improve service, reduce bottlenecks, and address customer concerns.
- Conduct customer visits according to the prescribed call frequency.

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