Job Description

The Customer Service Manager role focuses on improving customer experience, managing service operations, and ensuring customer satisfaction within the insurance industry.

The candidate will:

• Handle customer issues and resolutions
• Improve customer service processes
• Develop service standards and policies
• Analyze customer service performance
• Build strong customer relationships
• Lead customer support operations

This role requires strong communication, customer handling, and operational management skills.

Key Responsibilities

1. Customer Service Management

• Improve overall customer service experience
• Ensure high levels of customer satisfaction
• Build and maintain engaged customer relationships

2. Customer Issue Resolution

• Take ownership of customer issues
• Track problems through to complete resolution
• Ensure quick and effective support responses

3. Process & Policy Development

• Develop and improve:
  • Service procedures
  • Customer service policies
  • Operational standards

4. Reporting & Performance Analysis

• Analyze customer service statistics
• Prepare accurate reports and performance insights
• Identify areas for operational improvement

5. Customer Support Operations

• Manage customer support activities
• Coordinate with teams to maintain service quality
• Ensure smooth day-to-day service operations

Required Skills

Customer Service Skills

• Customer Service Management
• Customer Support
• Customer Care
• Customer Handling
• Customer Relationship Management

Operational Skills

• Operations Management
• Banking Operations
• Branch Operations
• Reporting & Analysis

Technical & Tool Knowledge

• Customer Service Software
• Databases
• Customer Support Tools

Soft Skills

• Communication Skills
• Client Handling
• Team Management
• Problem Solving
• Relationship Building

Role Details

• Role: Customer Service
• Industry: Insurance
• Department: Customer Success, Service & Operations
• Employment Type: Full Time, Permanent
• Role Category: Customer Success & Operations

Education

• Any Graduate
• Any Postgraduate

Key Skills

• Customer Service
• Customer Support
• Customer Relationship Management
• Team Management
• Operations
• Communication Skills
• Customer Care
• Insurance Operations
• Reporting
• Problem Resolution