Assistant Manager - Customer Service

Role & Responsibilities :

• Responsible for assuring users are provided efficient and timely support on complaints and enquires.
• Manages the staff including consultation on performance evaluations, hiring and disciplinary responsibilities
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Constantly monitors the call queue to achieve SLAs and coordinates for resolutions with cross functional dependencies
• Drive action on prioritizing resolutions on Priority Escalations / Nodal and Appellate tickets and ensure SOPs are defined for all processes and monitor adherence
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Serves as the around-the-clock contact for all related support issues

Desired Skills and Competencies

Must have :

Skills Required

crm software, Data Analysis, Team Leadership, Conflict Resolution, Process Improvement, Customer Engagement