Assistant Manager

5 days ago

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

Job Summary:

You are responsible for overseeing a team of social media specialists focused on handling

user escalations and ensuring timely & effective resolution of customer issues. The candidate will play a crucial role in maintaining the organisation's reputation and fostering positive customer experiences on social media platforms. 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:

  • Lead and manage a team of 8 10 social media specialists responsible for handling user escalations across various social media platforms.
  • Streamline the escalation process and improve response time while maintaining the quality standard.
  • Handling the escalation tickets and work on ticket operation excellence.
  • Monitor social media channels for escalated issues and ensure timely and appropriate responses
  • Investigate and resolve complex customer inquiries and complaints in a professional and empathetic manner.
  • Provide regular feedback to team members and conduct performance reviews to support their growth and development.
  • Provide coaching, feedback, and performance evaluations to team members to support their professional development and success.
  • Generate regular reports and insights on key performance metrics related to user escalations and customer satisfaction.
  • Generate and analyze reports on billing activities, team performance, and customer feedback.

Required Competencies:

  • Excellent in handling queries from escalated users, solving issues and getting a positive feedback from customers.
  • Good in operational efficiency.
  • 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 handling social media escalation..
  • Educational Qualification - B.Com/BBA/ Any Graduate
  • Must have experience in a team handling role.
  • Should have exposure on working on ORM tools.

Please note: this is a 6 day working role and work from office. Only interested candidates who are open for 6 days work from office role should apply.

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