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Operations Manager
2 weeks ago
A highly skilled professional is required to resolve customer queries and complaints in a timely manner. The ideal candidate will possess excellent communication skills, be able to analyze data, and work collaboratively with other teams to ensure customer satisfaction.
- Query Resolution: Resolve all escalated complaints from customers within the defined Service Level Agreement (SLA).
- Ensure adherence to documented processes, procedures, and controls.
- Liaise with other support units to ensure all local queries/complaints are resolved.
- Follow up with customers/agents to ensure complete satisfaction.
Key Performance Indicators (KPIs):
- Customer satisfaction scores
- Agent satisfaction scores
- Time To Answer (TAT) of customer/agent query resolution as per defined SLA
- 100% compliance to standards.
Required Qualifications and Experience:
- Graduate with 2-3 years experience in Operations/Customer Care
- Good English/Hindi speaking skills
- Strong working knowledge of computers and basic computer skills.
Desired Skills and Abilities:
- Customer centricity
- Excellent communication and interpersonal skills
- Ability to analyze data and identify root causes of issues
