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