Assistant Manager

2 weeks ago

Delhi, Delhi, India Excitel Broadband Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Summary:

You are responsible for leading a team focused on retaining customers and reducing churn. This role involves developing and implementing retention strategies, managing a team of retention agents, and ensuring high levels of customer satisfaction. You will provide guidance, set targets & mentor team members to maintain excellence in day to day operations. Your role is pivotal in upholding customer satisfaction and operational efficiency. The Team Lead will work closely with various departments to identify at-risk customers, address their concerns, and provide solutions to retain their business.

Key Responsibilities:

  • Supervise and lead a team of retention agents, providing guidance, support, and performance feedback.
  • Conduct regular team meetings to discuss goals, performance metrics, and process improvements.
  • Develop and implement effective retention strategies to reduce customer churn.
  • Analyze customer data to identify at-risk customers and proactively reach out to address their concerns..
  • Engage with customers who are considering cancellation or have expressed dissatisfaction to understand their issues and provide solutions.
  • Handle escalated retention inquiries and complaints from customers, ensuring prompt and satisfactory resolution.
  • Provide regular feedback to team members and conduct performance reviews to support their growth and development.
  • Identify opportunities for process improvements to enhance billing accuracy and efficiency.
  • Implement best practices and innovative solutions to streamline billing operations and improve customer satisfaction.
  • Generate and analyze reports on billing activities, team performance, and customer feedback.
  • Conduct regular audits of retention processes to ensure accuracy and adherence to standards.

Required Competencies:

  • Should possess Up-Selling, Cross Selling and Retention skills
  • Ability to lead, motivate, and manage a team effectively. Demonstrates the ability to guide team members toward achieving goals and objectives
  • Communicates clearly and concisely, listens actively, and ensures information is accurately conveyed.
  • Analyzes problems, considers multiple solutions, and takes decisive action to resolve issues promptly.
  • Demonstrates a strong commitment to providing exceptional customer service and enhancing customer satisfaction.
  • Strong organizational and time management skills to manage multiple tasks and prioritize effectively.
  • Adjusts to changing situations and environments with flexibility and resilience. Remains effective in dynamic conditions.
  • Makes prompt, clear decisions based on thorough analysis and consideration of options.
  • Analyzes current processes, implements best practices, and seeks innovative solutions to improve operations.

Work Experience & Qualifications

  • Minimum 4 years of experience in a similar role.
  • Educational Qualification - B.Com/BBA/ Any Graduate
  • Must have experience in a team handling role.

Note: This is a 6 day working role & work from office role.

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