Customer Service Manager

Role Purpose

The Customer Service Manager is responsible for ensuring seamless customer service operations at the branch level, delivering an exceptional customer experience, resolving customer queries, supporting loan servicing activities, and coordinating with cross-functional teams to maintain operational excellence.

Key Responsibilities

1. Customer Service & Relationship Management

• Provide prompt and effective resolution of customer queries, requests, and complaints.
• Ensure high service standards and customer satisfaction across all branch interactions.
• Guide customers on loan-related processes, documentation, repayments, and service requests.
• Build and maintain strong customer relationships to enhance customer retention and engagement.

2. Branch Operations Support

• Manage day-to-day customer servicing activities within the branch.
• Ensure timely processing of customer requests and service transactions.
• Maintain accurate records and documentation as per company guidelines.
• Coordinate with Operations, Credit, Sales, Legal, and Collections teams for issue resolution.