CRM Operations Manager - Motor Finance

Manager - CRM - Motor Finance - Operations - CRM - Mumbai - Lodha (I-Think Techno Campus) - 2nd Floor - (M4-M6)

Key Deliverables:
    Handle customer queries, service requests, and complaints received via CRM, email, call center, branch referrals, and digital channels.
    Manage and Acknowledge customer complaints within defined SLA/TAT timelines.
    Investigate issues, coordinate with internal teams, and provide accurate and timely resolutions.
    Ensure first-time resolution and minimize repeat customer contacts.
    Update customers proactively on complaint status and resolution.
    Mange MD escalations.
    Social media cases.
    Monitoring cases which are not responded and pending closure. 
Specialized job competencies:
    CRM knowledge – CRM & MS Office dynamics
    Ability to influence & build strong working relationships with grass root employees & seniors
Other desired attributes:
    Passion for working on Customer service & initiatives impacting Customers
    Communication (Oral & written) & Presentation skills
    Desire to learn & explore 
    Creativity & resourcefulness