Manager - CRM

Tata Capital · Mumbai · onsite · Posted 65d ago

Undisclosed6–8 yrsfulltimeSourced from Naukri

About a minute. You'll make an account on the way through.

About this role

Core Responsibilities:

Customer request/query/complaint management

Ensure rightful resolution of customer query and/or request within TAT/SLA

Drive process improvements to reduce complaints and increase customer delight

Coordinate and liaison across departments for resolution of complaints

Call center management

Monitor customer communication routed through Call center and review service quality of call center vendor

Conduct periodical updates with respect to policy and process changes with the Call Center

Manage communication/system changes having direct customer impact

Review system/portal changes having impact on customer and monitor and plan all system generated communication to customers

Manage the operation delinquency voice process

Team Management

Ensure manpower planning and team management

Provide training for the team members and provide process updates and ensure high motivation and engagement levels of team members

Drive customer centricity and sensitivity across the team

Build and facilitate business retention process

Help resolve all audit queries and support business activities(With respect to Customer Communication)

Provide analysis of reports and records and maintain monthly customer service reports/MIS

Graduate : Yes

Masters/Postgraduate: Optional

Desired Experience:

years of experience in customer service/quality/retail assets

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

Sourced from naukri

Skills

Customer ServiceAuditingCall Center ManagementService qualityComplaint managementMonitoringteam managementmanagementvoice processMIS

About Tata Capital

Tata Capital

NBFC

12.4k+

employees

2007

19 years old

Mumbai, Maharashtra

India

About

Tata Capital operates in the financial services sector, offering a diverse range of solutions including commercial finance, personal loans, and wealth management.

Industries

NBFCFinancial Services

Employee ratings

5,719 reviews

3.9/ 5

Culture

3.8

Career growth

3.4

Work-life

3.8

Employees rate it well for

Work Culture402Salary377Work Life Balance336Work Environment315Senior Management246

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