Customer Service Manager

Position: Customer Service Manager

Industry: Travel Insurance

Location: Vidyavihar, Mumbai

Job Summary:

We are seeking a highly motivated and experienced Customer Service Manager with a strong background in the BFSI sector to lead our customer service team. The ideal candidate will ensure exceptional customer service, manage a team of customer service representatives, and drive continuous improvement initiatives to enhance the customer experience.

Key Responsibilities:
 Lead, mentor, and manage a team of customer service representatives to ensure high performance and professional growth.
 Set clear performance goals, conduct regular performance evaluations, and provide constructive feedback.
 Oversee the end-to-end customer service process, ensuring that customer inquiries, claims, and complaints are handled efficiently and effectively.
 Develop and implement strategies to improve customer satisfaction.
 Monitor customer service metrics and KPIs, and take corrective actions when necessary.
 Identify areas for process improvement within the customer service function and lead initiatives to enhance efficiency and effectiveness.
 Collaborate with cross-functional teams to streamline processes and ensure seamless customer interactions.
 Ensure that all customer service activities comply with regulatory requirements and company policies.
 Manage risk by ensuring that potential issues are identified and mitigated early.
 Provide training to ensure that customer service representatives have the necessary skills and knowledge.
 Collect and analyze customer feedback to identify trends, areas of concern, and opportunities for improvement.
 Provide regular reports to senior management on customer service performance, challenges, and recommendations.

Qualifications and Skills:
 Bachelors degree.
 A minimum of 5 years of experience in customer service management, preferably within the Travel Insurance & Travel Assistance sector.
 Strong knowledge of insurance products, services, and industry regulations.
 Proven experience in leading and developing high-performing teams.
 Excellent communication, interpersonal, and problem-solving skills.
 Ability to analyze data and make data-driven decisions.
 Strong organizational skills and attention to detail.
 Proficiency in customer service software and CRM tools.
 Ability to work in a fast-paced, dynamic environment.,