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Assistant Manager - Customer Service

Assistant Manager - Customer Service

ConfidentialChennai
26 days ago
Job description

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

  • Ability to Influence,
  • Customer Sensitivity,
  • Execution Excellence / Do it Right,
  • Functional Expertise,
  • Passion,
  • Situation Handling,
  • Team Management,
  • Working Together
  • Must have :

  • Graduate or equivalent degree
  • 6 -10 Years of work experience in Telco / ISP / Video service Provider background
  • Requires three or more years of related team management Experience
  • Excellent communication and interpersonal skills
  • Languages : English, Tamil (Hindi / Telugu or Kannada)
  • Age not more than 35 years
  • Work schedule : 6 days working with 1 rotational week off and rotational day shifts
  • Skills Required

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

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    Customer Service • Chennai

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