Job Title: Customer Service Manager

Department: Operations / Customer Service

Reporting To: Wealth Relationship Manager

Work Location: Office-based (No Sales Involved)

Key Responsibilities:

1. Operational Governance: Ensure strict adherence to internal processes to mitigate operational losses and prevent fraudulent activities.

• Monitor and track customer queries and complaints, ensuring timely resolution for enhanced customer satisfaction.
• Process customer instructions accurately and within defined timelines.
• Comply with KYC norms and regulatory guidelines at all times.
• Maintain process standards to meet internal and external audit requirements.

2. Customer Experience Management: Deliver exceptional customer service across all client interactions, with a focus on retail and HNI customers.

• Support relationship managers in managing client relationships by addressing service-related queries efficiently.
• Monitor customer engagement and proactively participate in customer retention initiatives.
• Reduce customer complaints and service rejections to consistently create a positive client experience.
• Organize periodic customer meetings and undertake client visits as per protocol.
• Handle customer queries and complaints with empathy, ensuring prompt and effective resolutions.
• Implement service enhancement initiatives to eliminate bottlenecks and elevate customer satisfaction levels.

Key Skills Required : Excellent communication and interpersonal skills

• Fluency in English (spoken and written)
• Proficiency in Microsoft Excel and other MS Office tools