SME Customer Service Role

3 days ago

Gurugram, India AMH Services Private Limited Full time

The primary objective of this role is to take ownership of the control room's daily performance, ensuring effective communication and support for customers and field teams, while maintaining a 24/7 proactive support function.- This role is a leadership position focused on overseeing the daily operations of the control room, ensuring high standards of communication, performance, and compliance.Team Management & Development.- Foster strong team relationships and interdepartmental collaboration.- Provide training, conduct appraisals, and manage performance issues.- Address errors and ensure adherence to company procedures.Communication & Escalation:- Respond promptly to customer queries via email or phone.- Keep clients updated on temporary/ad-hoc work and scheduling issues.- Escalate complaints and unresolved issues to relevant departments.- Ensure proper handovers between shifts and accurate documentation of issues.Performance Monitoring & Reporting:- Track lateness, attendance, and sickness; report trends to Regional Operations Managers.- Coach officers on proper use of the auto booking-on system.- Send weekly ad-hoc work reports to relevant managers.Quality & Compliance:- Ensure adherence to the companys Quality Management System.- Comply with health & safety legislation.- Ensure access to up-to-date Assignment Instructions and Risk Assessments.Skills And Graduate/ Postgraduate in any discipline preferrable from the BPO, KPO, BPM service industry.- Overall, 6-8 years of work experience in managing a control/command room business environment.- Experience in control room and management within a 24-hour environment.- Open to Weekend (Saturday, Sunday) working as its a 24/7 delivery service operation.- 100% Work from Office.- Open to extended shift coverage, rotational shifts to meet business requirements, service delivery.- Proficiency in Timegate.- Strong communication, interpersonal and leadership skills.- Familiarization with UK, British accent and cultural nuances.- Trained in UK communication style and cultural etiquette.- Manage time sensitive tasks and multitask.- Client facing role.Must have Team Development.- Subject Champion.- Client System/Platform Champion.- Strong Communication.- Manage time sensitive tasks.- UK, Europe accent & culture nuances.Good to have skills:- 24/7 business operations experience.- Rotational Shift service delivery experience. (ref:iimjobs.com)

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