Assistant Manager - CC

Roles and Responsibilities:

• Supporting the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.

• Monitoring service quality by conducting sample checks on calls and emails

• Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity

• Collaborating effectively with supply chain, sales and other teams to ensure prompt and accurate order processing and delivery

• Recruiting, training, coaching and performance managing the customer service team

• Analyse customer care data and statistics to obtain results useful in taking key business decisions.

• Assign and designate job territories to customer care staff according to their performance and history

• Handle tough or complex customer issues by analysing said problems to come up with solutions effective in addressing customer complaints.

Qualification: Any degree

Requirements

Experience Required:

Benefits