Assistant Customer Service Manager

Qualifications & Skills:

Customer Service & Complaint Resolution

• Assist in monitoring and improving customer service operations to ensure timely and effective complaint resolution.
  
• Track escalations across different levels, from marketers to the closure, ensuring all cases are handled within the expected turnaround time (TAT).
  
• Maintain records of customer interactions, feedback, and resolutions to enhance service strategies.
  

Disbursement & Revenue Growth

• Support the Head of Customer Service in driving loan disbursement targets, with a specific focus on customer retention and repeat business.
  
• Work with the team to achieve a set monthly disbursement target, ensuring effective follow-ups on potential and existing clients.
  
• Analyze disbursement trends and identify gaps to improve Conversion rates.
  

Operations & Reporting

• Assist in preparing daily, weekly, and monthly reports on customer service performance, disbursement achievements, and complaint resolution trends.
  
• Monitor key metrics such as customer satisfaction, call targets, and turnaround times, ensuring continuous improvement.
  
• Ensure accurate documentation of processes and suggest enhancements for efficiency.
  

Collaboration & Strategy Execution

• Coordinate with branch teams to ensure proper implementation of customer service strategies.
  
• Assist in planning and executing marketing activations to increase logbook loan uptake, sales, and client retention.
  
• Support in implementing action plans to close performance gaps, including identifying key accounts and assigning targets per branch.