Customer Service Manager

Bridgexcel; Kolkata District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Bridgexcel in India seeks a seasoned customer service operations leader to manage multi-channel support, drive service standards, and resolve escalations. The role emphasizes RBI-compliant grievance handling, QA, and continuous process improvements.

You will mentor teams, oversee training, and ensure adherence to SOPs while delivering strong customer experiences and performance insights through MIS reporting.

Qualifications

• Experience with NBFC products and financial services.
• Hands-on experience with CRM/ticketing tools and contact center systems.
• Strong analytical skills with MS Excel/Google Sheets for MIS and KPI tracking.
• Proven people management and leadership capabilities.
• Sound understanding of RBI regulations and compliance requirements.

Responsibilities

• Manage customer service operations across calls, email, and digital channels.
• Monitor CRM/ticketing systems, SLA/TAT, FCR, AHT, backlog, and service quality.
• Lead, train, coach, and manage customer service teams.
• Handle customer escalations and ensure timely grievance resolution.
• Ensure adherence to RBI guidelines, Fair Practice Code, SOPs, and data privacy requirements.
• Manage QA, RCA, CAPA, audits, and continuous process improvement.
• Prepare MIS reports and analyze service performance and customer trends.
• Manage workforce planning, rosters, productivity, and attrition.

Skills

NBFC products

CRM tools

MS Excel

People management

RBI compliance

Stakeholder mgmt

Tools

CRM software

Job description

Role Summary:-

Responsible for managing customer service operations, leading service teams, handling escalations, ensuring RBI-aligned grievance redressal, and improving customer experience and service efficiency.

Key Responsibilities

• Manage customer service operations across calls, email, and digital channels.
• Monitor CRM/ticketing systems, SLA/TAT, FCR, AHT, backlog, and service quality.
• Lead, train, coach, and manage customer service teams.
• Handle customer escalations and ensure timely grievance resolution.
• Ensure adherence to RBI guidelines, Fair Practice Code, SOPs, and data privacy requirements.
• Manage QA, RCA, CAPA, audits, and continuous process improvement.
• Prepare MIS reports and analyze service performance and customer trends.
• Manage workforce planning, rosters, productivity, and attrition.

Key Skills & Competencies

• Strong knowledge of NBFC products and financial services.
• Hands-on experience with CRM/ticketing tools and contact center systems.
• Strong analytical skills with advanced proficiency in MS Excel / Google Sheets for MIS reporting, service analytics, and KPI tracking.
• Proven people management and leadership capabilities.
• Strong understanding of RBI regulations, grievance handling, and compliance requirements.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to manage escalations and perform effectively in high-pressure environments.