IDBI Bank Jobs

IDBI Bank Recruitment

As a Customer Service Manager, your primary responsibility will be to oversee and manage the customer service department, ensuring excellent service delivery and customer satisfaction. You will play a crucial role in developing and implementing customer service strategies, training and leading the customer service team, and resolving escalated customer issues. Your strong leadership skills, customer-centric mindset, and ability to drive performance and process improvement will be essential for success in this role.

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Responsibilities:-
• Customer Service Strategy:
• Develop and implement customer service strategies aligned with the organization's goals and objectives.
• Set service standards and performance metrics to measure team and individual performance.
• Identify areas for improvement in service delivery and implement corrective actions.
• Stay updated on customer service best practices and industry trends.
• Team Management and Training:
• Recruit, train, and onboard new customer service representatives.
• Provide ongoing coaching and mentoring to enhance team performance.
• Conduct regular performance evaluations and provide feedback for improvement.
• Develop and deliver training programs to enhance product knowledge and customer service skills.
• Foster a positive and customer-centric work environment.
• Customer Issue Resolution:
• Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
• Investigate and analyze complex customer problems, collaborating with cross-functional teams as necessary.
• Implement effective processes and procedures for handling customer complaints and inquiries.
• Monitor customer feedback and trends to proactively address potential issues.
• Performance Monitoring and Reporting:
• Track and analyze key performance indicators (KPIs) related to customer services, such as response time, resolution rate, and customer satisfaction.
• Generate reports on team performance and customer feedback.
• Identify areas for improvement and implement strategies to enhance customer service effectiveness.
• Utilize customer service software and tools to streamline processes and enhance productivity.
• Customer Relationship Management:
• Build and maintain strong relationships with key customers, ensuring their needs are met and expectations are exceeded.
• Collaborate with sales and account management teams to align customer service efforts with business objectives.
• Identify opportunities for upselling or cross-selling based on customer needs and preferences.
• Gather customer feedback and insights to drive product or service improvements.

IDBI Bank Careers

Qualifications:-
• Bachelor's degree in business administration, marketing, or a related field (or equivalent experience).
• Proven experience in customer service or a related role, with at least [number of years] in a managerial or supervisory position.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Customer-focused mindset and commitment to delivering exceptional service.
• Analytical and problem-solving abilities.
• Proficiency in customer service software and tools