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
