Bajaj Finance hiring Graduate for Cluster Manager.
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About Company
Bajaj Finserv Lending offers loans for various needs.
We offer loans for Bajaj Auto Two Wheelers under the name of Bajaj Auto Finance Ltd.
We offer Consumer Durable Loans, Personal Loans, Loan Against Property, Small Business Loans, Construction Equipment Loans, Loan Against Securities and Insurance Services under the name of Bajaj Finserv Lending.
Job details
- Company Name: Bajaj Finance
- Location : Pune
- Post Name: Cluster Manager
- Qualification: Graduate
- Experience : 8 – 13 years
- No of Vacancies: Not Disclosed
- Salary: ₹ 5,00,000 – 15,00,000 P.A.
Job description
- Drive SLAs as per defined matrix across different customer service touch-points within Customer Services
- Engage and Manager Partner in a win-win situation to ensure objectives met
- Work with brand ( Marketing ) to create and implement social media strategies monthly.
- Supervise all aspects of social media interaction between customers and the company, and ensure a positive customer service experience
- Conduct social media listening and social media monitoring using appropriate tools.
- Stay informed about trends and tools in social media, marketing, technology and advertising.
- Plan Capacity and forecast based on SLA trends and volume to achieve SLAs with the partner
- Drive End to end resolution for all customer complaints, measure hand-offs and automate wherever possible for better customer experience
- Re-engineer processes based on audits and observations based on Complaints and feedback
- Drive 100% usage of empowerment matrix / data, use escalation matrix to resolve customer complaints faster
- Focus on Employee Engagement and Satisfaction
- Drive NPS Target achievement and delivery of actions to improve service based on customer feedback, engage with stakeholders to drive NPS
- Proactive Communication; build on the existing model and bring in change where relevant through best practices
