Customer Service Manager (Broking)

Role Summary:Raise is built on this core philosophy - we will bring exceptionally great products, awesome user experience and best in class customer service to our users. We have started with our first step by launching Investment & Trading platform - Dhan (www.dhan.co)As a Customer Service Managers would be responsible for overseeing teams of Customer Service Representatives. Their primary duties include answering questions from clients and resolving problems, setting goals to meet the needs of each team member as well as monitoring the progress of customer cases.You will work very closely with internal stakeholders, your team members in customer service team, management and most importantly our customers. You will display empathy with customers in all conversations, ensure you hear them well, and share with them the appropriate resolution (to the point) and if not now, get back to them at the earliest. We are building Raise to deliver an awesome customer experience - and your role is critical for us to deliver that promise.Expected Responsibilities:Supervising customer service team and handling daily customer queries and disputes.Manage and train the team with a focus on improving customer service and aim for their overall professional development.Set a clear mission and deploy strategies focused towards Customer Centricity missionEnsuring effective and timely action to provide a superior customer experience.Improve customer satisfaction across channels and set customer satisfaction goals, work with the team to meet them on a consistent basis.Evaluate and implement appropriate digital technologies to enhance the overall customer experience.Manage escalation management and end to end coordination with multiple stakeholders.Initiate metrics and systems to measure the growth and performance of the teamScale the team by capitalizing on opportunities for increased effectiveness, driving productivity programsDevelop and continuously improve on processes to drive customer delight.Expected Skills:Graduation from relevant field is mandatory.7 to 9 years of experience preferably from Broking industry.Strong verbal, written communication skills and analytical skills.High on professional discipline and process orientation.Ability to effectively influence and communicate cross-functionally.High on problem solving and be solution-oriented at all times.Drive the team for Customer centric approach.Location: Borivali (East), Mumbai. Western Suburb candidates would be preferred.Our People & CulturePeople and culture are the most important aspects of our business.We are looking for team members just like us, in simple words - good people to work with and demonstrate following personality traits: