Assistant Manager Customer Service

Customer Support,

Gurugram

Job Type

Full Time

Experience

2-3 years

Roles & Responsibilities

  • Manage day-to-day Customer Support Operations
  • Achieve monthly team KRA targets Resolve issues that come up on calls/chats/emails
  • Conduct regular audits and evaluate employee performance and identify hiring and training needs
  • Escalation management & coordination with multiple teams to resolve delivery concerns
  • Improve utilization & efficiency of the team
  • Handle escalations which were not solvable by L1 executives
  • Analyze data from the first call of cx and delivering processes to find bottlenecks and other issues
  • Driving C-Sat and focusing on FCR

Desired Candidate Profile

  • 2-3 years of experience in People management & team hiring
  • Understanding of Quality & implementation of feedback.
  • Experience in working with CRM, telephony systems is a must
  • Attention to detail & Creative problem-solving
  • Must be able to Identify customer-impacting issues, working out and implementing solutions and
    process improvements to increase customer satisfaction rate

Submit your application

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