Magma General Insurance - Manager - Customer Service

Magma general InsuarnceMumbai, India

15 days ago

Job description

Manager - Customer Service

Department : Customer Service & Telesales

Location : Mumbai (Nahur)

Grade / Level : Manager

Role Overview

The Manager - Customer Service is responsible for leading the customer service and telesales teams, ensuring superior customer satisfaction, efficient issue resolution, and continuous process improvement.
This role demands strong leadership and analytical abilities to maintain service excellence across multiple channels.

Key Responsibilities :

Customer Experience Management :

Oversee day-to-day operations of the customer service team across calls, emails, and chat.

Ensure timely and effective resolution of customer inquiries and complaints.

Analyze customer feedback and develop strategies for service improvement.

Track and monitor key performance metrics such as TAT, CSAT, and resolution rate.

Team Leadership & Performance Management :

Lead and mentor team members to deliver exceptional customer service.

Conduct regular coaching, training, and performance reviews.

Ensure adherence to company policies, processes, and compliance requirements.

Process Optimization & Reporting :

Identify workflow inefficiencies and implement corrective actions.

Collaborate with Process Excellence, Claims, Underwriting, and Sales teams to improve customer journeys.

Conduct daily huddles, weekly reviews, and Monthly Business Review (MBR) meetings.

Prepare performance reports and insights for management review.

Qualifications & Experience :

Graduate / Postgraduate (MBA preferred).

6-8 years of experience in Customer Service roles, preferably in General Insurance.

Proven track record of leading large customer service or call center teams.

Strong knowledge of CRM systems, complaint management, and service analytics.

Excellent communication, leadership, and problem-solving skills.

Reporting Structure :

Reports To : Head - Customer Experience & Telesales

Direct Reports : Deputy Manager / Assistant Manager

(ref : iimjobs.com)

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Customer Service • Mumbai, India

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