Senior Customer Service Manager (CTC Upto 34 LPA)

Company Description

WAYTOGO Consultants Pvt Ltd is a recruitment solutions provider and offers a wide range of specialist services to clients in banking, insurance, financial services, telecom, and manufacturing domains. The company has been managed by professionals with over 30 years of experience in the banking and financial services industry. In a short period of time, the company has expanded and garnered substantial market share in the hiring space for financial services.

Role Description

This is a full-time on-site role for a Senior Customer Service Manager at Waytogo Consulting located in Bengaluru. The Senior Customer Service Manager will be responsible for overseeing customer support, ensuring customer satisfaction, and using analytical skills to identify areas for process improvement and increased efficiency. The role will require excellent communication skills and the ability to coordinate with various departments within the organization.
 Create systems and processes. to ensure compliance of capturing the usage experience, granularity and ownership by the sales team & bringing collective ownership of customers across functions.
 Digitize customer journey with salesforce across various touchpoints. Curate customer journey with segmentation from ZMOT to post-purchase.
 Create business impact with CX resulting in positive WOM & family repeat
 Design and develop the employee recognition program for bringing CX alive in the regions.
 Create complaints as a source of strategy- Track, review and manage customer complaint escalated through various listening
 Deep dive & creation of systems & process to eradicate the concern.
 Conduct periodic review of complaint resolution process in terms of turn-around-time, customer satisfaction, identify training and coaching requirements and conduct root cause analysis on repeated problems.

Qualifications
 Customer Satisfaction, Customer Service Management, and Customer Support skills
 Excellent analytical skills
 Strong communication skills, both written and verbal
 Bachelor's degree in business administration or related field
 Experience in the financial services industry is preferred
 Experience managing a team of customer service representatives is preferred
 Knowledge of customer relationship management (CRM) software is a plus,