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Job Description

AB Financial Shared Ser Ltd

Customer Service Manager

Location: G-Corp Tech Park,Thane, Maharashtra

Job Description

Key Result Areas  

Supporting Actions

Email Desk Management & Complaints Desk

  • Ensure timely, accurate, and empathetic responses to all customer email queries.
  • Implement automation and template libraries for faster resolution.
  • Regularly audit email quality and coach the team on tone, accuracy, and compliance.
  • Lead a team dedicated to handling escalations and grievances across all channels.
  • Maintain complaint logs and ensure all complaints are closed within TAT.
  • Identify systemic issues and drive service recovery initiatives.

 

Social Media (ORM – Online Reputation Management)

  • Monitor, moderate, and respond to customer interactions on platforms like Twitter, Facebook, LinkedIn, Instagram, and review sites.
  • Escalate critical or viral issues to senior leadership with suggested responses.
  • Coordinate with PR and legal teams on sensitive matters.

VOC / CSAT Program Management

  • Design and manage end-to-end VOC programs using surveys, interviews, and analytics.
  • Drive continuous improvement based on CSAT/NPS and customer verbatim feedback.

Develop and present actionable insights in monthly VOC dashboards

Branch Servicing Oversight

 

  • Provide training and guidance to branch teams for consistent CX.
  • Work closely with regional managers to implement process improvements.
  • Conduct regular audits of service delivery at branches and customer touchpoints.

 

Additional Responsibilities

  • Team Leadership & Performance Management
  • Cross-functional Collaboration
  • Reporting & Insights
  • Process Improvement & Automation
  • Risk & Compliance

 

  • Hire, mentor, and develop the customer service team.
  • Set KPIs, review performance, and drive a culture of a.ccountability and recognition.
  • Facilitate training on new tools, service standards, and customer empathy.
  • Liaise with Product, IT, Operations, Marketing, and Legal to resolve customer-impacting issues.
  • Represent the customer’s voice in internal meetings and product roadmap discussions.
  • Drive alignment across departments on service standards and expectations.
  • Generate regular dashboards and reports for leadership on SLA adherence, trends, complaints, CSAT/NPS, and ORM performance.
  • Provide data-backed recommendations to reduce churn and increase customer lifetime value.
  • Identify bottlenecks in service processes and implement improvements using digital / automation techniques.
  • Work with tech teams to deploy self-service solutions.
  • Ensure all customer service practices comply with regulatory requirements and company policies.
  • Keep records and audit trails for all customer interactions and escalations.

 

Minimum Experience Level

7 - 12 years

Job Qualifications

Post Graduate

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