Customer Service Manager (CSM)

Customer Services Manager

Location: Bangalore

Role Overview:

As the Customer Services Manager, you will play a pivotal role in maintaining our exceptional standards of customer service. You will lead a dedicated team responsible for handling claims, complaints, inquiries, and general customer support across our diverse range of ancillary insurance products. Your focus will be on ensuring that all customer interactions are handled efficiently, professionally, and with a customer-centric approach.

Responsibilities:

Team Leadership and Management:

Provide leadership, guidance, and support to the customer services team, fostering a positive and collaborative work environment.

Set performance goals, conduct regular performance evaluations, and provide coaching to team members to ensure continuous improvement.

Monitor and manage team workload, ensuring timely resolution of customer queries and issues.

Customer Support:

Oversee all customer interactions, including claims, complaints, inquiries, and general support requests.

Ensure that customers" concerns and issues are addressed promptly and effectively, maintaining a high level of customer satisfaction.

Collaborate with cross-functional teams to resolve complex issues and escalations.

Process Enhancement: Identify opportunities for process improvement within the customer service department to enhance efficiency and overall customer experience.

Develop and implement strategies to streamline customer support processes and workflows.

Data Analysis and Reporting:

Monitor and analyse customer service metrics to evaluate team performance and identify areas for improvement.

Prepare regular reports for senior management, providing insights on customer feedback, trends, and performance metrics.

Training and Development:

Facilitate training sessions to ensure team members are well-versed in insurance products, policies, and procedures.

Keep the team up-to-date with industry developments and changes in insurance regulations.

Customer Engagement:

Proactively engage with customers to gather feedback and insights, using this information to enhance customer service strategies.

Collaborate with marketing and sales teams to ensure consistent and effective communication with customers.

Compliance and Quality Assurance:

Ensure that all customer service activities adhere to regulatory requirements and internal policies.

Implement quality assurance processes to maintain consistent and accurate customer interactions.

Qualifications and Requirements:

Bachelor's degree in Business, Management, or a related field (or equivalent experience).

Proven experience in customer service management, preferably within the insurance industry or a related field.

Strong understanding of ancillary insurance products, such as Appliance Insurance, Home Emergency Insurance, Gadget Insurance, and Motor Breakdown coverage.

Excellent communication and interpersonal skills, with the ability to manage customer interactions professionally and empathetically.

Demonstrated leadership skills and the ability to motivate and develop a team.

Analytical mindset with the ability to interpret data and metrics to drive improvements. Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.

Strong problem-solving skills and the ability to handle complex customer issues.

Knowledge of regulatory compliance related to insurance services.

Adaptability and flexibility to thrive in a fast-paced and evolving environment.

Benefits:

Competitive salary.

Comprehensive insurance coverage.

Professional development and training opportunities.

Collaborative and inclusive company culture.

Opportunity to make a significant impact on customer satisfaction and business growth.

If you are a results-oriented leader with a passion for delivering exceptional customer service, we invite you to apply for the position of Customer Services Manager. Join us in our mission to provide comprehensive insurance solutions while ensuring the highest levels of customer support and satisfaction.

Job Type: Full-time

Experience:
 total work: 5 years (Required)

Work Location: In person,