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Frido | Assistant Customer Service Manager

1 month ago

india Frido Full time

Job Title: Assistant Manager - Customer Service

Job Type: Full-time


Job Overview:

We are seeking a dynamic and experienced Assistant Manager - Customer Service to join our team. The ideal candidate will have expertise in system settings and support, along with strong customer service knowledge. You will be responsible for overseeing and optimizing the customer service operations, managing ticketing systems, and ensuring seamless communication between various systems and teams.

Key Responsibilities:

  • System Settings & Support: Manage and configure customer service tools and platforms, ensuring all systems are optimized for performance.
  • Point of Contact (POC): Act as the primary liaison for customer service systems, providing support and troubleshooting for issues related to the tools and platforms.
  • Ticketing System Management: Oversee the ticketing system to capture, track, and resolve customer queries efficiently. Simplify processes to improve response times and customer satisfaction.
  • Customer Service Expertise: Provide ongoing support to the team and assist with escalated customer inquiries, ensuring top-quality service delivery.
  • Reporting & Analysis: Generate regular reports on system performance, ticket resolution, and customer satisfaction to identify areas for improvement.
  • Continuous Improvement: Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the customer service team and systems.

Requirements:

  • Bachelor’s degree in Business, Information Technology, or a related field.
  • 3+ years of experience in customer service management or a related role, with a focus on system management and support.
  • Strong knowledge of customer service systems, ticketing platforms, and IVR tools.
  • Excellent problem-solving skills and ability to troubleshoot technical issues.
  • Strong communication and interpersonal skills.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • Leadership skills with the ability to guide and support a team.


Interested candidates can share there resumes on gauri.k@myfrido.com