Assistant Manager Customer Support

4 weeks ago


Panjim, India Delhivery Full time

Designation - Manager

Job Profile

To handle and manage the Client Experience & business

Job Description

  • Responsible for managing a team of 8-10 team members who are handling the High Volume SME/D2C clients and ensuring they deliver High Performance and meet their KRA's
  • Study Existing Processes/SOP's for improvisation & Set Up New processes based on client/operations problem statements
  • Innovate solutions & mechanisms that solve customer problems
  • Connect and maintain relationships with Clients for feedback/Suggestions, understand their pain points to deliver customized solutions and to enhance client experience
  • Regular business review with the clients and focusing on value growth areas for the Business.
  • Coordinate with various stakeholders, Handle Escalations, prepare RCA, and work on permanent solutions
  • Drive Continuous Improvements in process, productivity, quality & cost structures

Skills

  • Excellent Communication skills

  • Experience in Customer Service Management

  • High level of analytical ability to identify and solve problems

  • Experience in People Management

  • Proficiency in Ms Excel, PowerPoint

  • Good to have logistics Experience



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