Assistant Manager Customer Support

4 days ago


Vasco da Gama, India Delhivery Full time

Job Description

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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