Career Opportunities
Position
Assistant Manager – Customer ServiceIncumbent
Department
OperationsFunction
Operations – Customer ServiceReporting to
Manager – Customer ServiceBand
5ALocation
Gurugram 90 CTeam size (D/I)
10-15
JOB SUMMARY:
We are seeking an experienced and motivated Customer Service - Assistant Manager to manage and support team. The ideal candidate should have passion for customer service and possess strong leadership skills to manage and motivate team members. The DM will be responsible for providing guidance, feedback and support to the team to ensure a high level of customer satisfaction
KEY RESPONSIBILITIES:
Manage and oversee the daily operations of team
Provide leadership, training, coaching and support to team members to ensure they meet performance goals and objectives
Monitor team performance and develop action plans to improve productivity, efficiency and quality of service
Develop and maintain customer service standards and policies to ensure a high level of customer satisfaction
Identify opportunities for process improvements and make recommendations to management
Coordinate with other department to resolve customer issues and complaints in a timely and effective manner
Collaborate with management to develop strategies to enhance customer experience and drive customer retention
Develop and maintain reports of team performance, including metrics such as volume, resolution time, Customer Satisfaction rating
Conduct regular performance evaluation and provide feedback to team members
Measures of Success
Customer satisfaction scores
TAT of Customer/Agent query resolution as per defined SLA
Employee satisfaction
Quality/Accuracy of resolution
Knowledge and skills required:
At least 2-5 years of experience in a customer service leadership role
Excellent communication, interpersonal and problem solving skills
Strong leadership, coaching and motivational skills
Ability to analyze data and make data-driven decisions
Knowledge of customer service software, such as CRM and ticketing system
Experience with managing remote teams
Ability to work in a fast-paced environment and manage multiple priorities
Strong organizational and time management skills
Ability to adapt to changing circumstances and be flexible
Desired qualifications and experience:
Should be a graduate, preferably MBA and knowledge of Life Insurance sector will be an add-on
