Customer Service Manager

Job Description

Experience: 4-5 years in housing finance company or banking (experience in housing finance company preferred) Job Summary: We are seeking an experienced and dedicated Customer Service Manager to lead our customer service team. The ideal candidate will have a strong background in housing finance or banking, with a preference for those with experience in housing finance companies. The Customer Service Manager will be responsible for ensuring exceptional customer service, managing customer service representatives, and implementing strategies to improve customer satisfaction. Key Responsibilities: Manage customer service compliance to ensure adherence to regulatory standards and company policies. Develop and implement customer service policies and procedures. Handle escalated customer inquiries and complaints in a professional and timely manner. Monitor and analyze customer service metrics to identify areas for improvement. Train and mentor customer service representatives to enhance their skills and performance. Collaborate with other departments to ensure a seamless customer experience. Stay updated on industry trends and best practices in customer service. Qualifications & Skills: Bachelor's degree in Business Administration, Finance, or a related field. 4-5 years of experience in customer service management within the housing finance or banking industry. Strong leadership and team management skills. Excellent communication and interpersonal skills. Ability to handle high-pressure situations and resolve conflicts effectively. Proficiency in customer service software and tools. Knowledge of MS Excel, Word, and PowerPoint to showcase or analyze customer complaints and queries.