UN
Lead - Customer Service
Maharashtra, India · À temps plein
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- Expérience
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- Salaire
- —
- Ouvertures
- 1
- Publié
- il y a 18 heures
Where you'll work
Description de l'emploi
Role purpose
This position is focused on elevating customer service standards for the NBFC business by overseeing day-to-day operations, resolving escalations effectively, and strengthening the customer journey at every interaction point.
Key responsibilities
- Oversee the complete customer service operation across all communication channels.
- Take ownership of customer experience KPIs and maintain steady compliance with SLA commitments.
- Supervise a team of customer service executives while improving output, quality, and team engagement.
- Resolve complex and high-value customer complaints and drive them through to closure.
- Review feedback, complaint trends, and service performance data to pinpoint opportunities for improvement.
- Partner with teams such as Sales, Credit, Collections, Operations, and Technology to fix issues and simplify workflows.
- Lead initiatives that improve processes and introduce automation to make service delivery more efficient.
- Support adherence to RBI regulations as well as internal operating policies.
Additional information
Location: Maharashtra, India.
Compétences
Analyse des données
Collaboration interfonctionnelle
Process Improvement
Regulatory Compliance
Team Leadership
SLA management
Complaint Resolution
Customer Experience Management
Escalation Management
Customer Service Operations