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Manager - CRM - Motor Finance - Operations - CRM - Mumbai - Lodha (I-Think at Tata Capital

Thane, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

18 Sep, 26

Salary

0.0

Posted On

20 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

CRM, MS Office Dynamics, Customer Service, Complaint Management, SLA Management, Stakeholder Management, Communication Skills, Presentation Skills, Problem Solving, Escalation Management

Industry

Financial Services

Description

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

Responsibilities

Manage customer queries, service requests, and complaints across multiple digital and physical channels while ensuring timely resolution within SLA timelines. Coordinate with internal teams to resolve issues and handle high-level MD and social media escalations.