Assistant Manager Customer Support
4 days ago
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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