Voylla - Assistant Manager - Customer Support
ConfidentialJaipur, India21 days ago
Job descriptionOversee the daily operations of the customer service department, ensuring timely and effective resolution of customer inquiries and concerns. Lead, coach, and manage the customer support team to deliver exceptional service across all customer touchpoints (calls, emails, chat, etc.). Monitor service quality and team performance through regular audits and reporting metrics. Resolve escalated and complex customer issues with professionalism and a customer-first mindset. Analyze customer feedback and service trends to identify opportunities for improvement. Collaborate with cross-functional teams (sales, logistics, operations) to ensure seamless customer journeys. Develop and implement customer service policies, standards, and procedures. Provide regular training and performance evaluations to ensure high team efficiency.
Qualifications & Skills
- Degree in Business Administration, Management, or a related field.
- Proven experience in Customer Service Management or a similar role.
- Strong knowledge of customer satisfaction metrics, quality standards, and service improvement methodologies.
- Excellent communication and interpersonal skills with the ability to lead and motivate a team.
- Strong analytical and problem-solving skills to handle escalations and identify root causes.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience in the jewelry retail industry is a strong advantage.
(ref : iimjobs.com)
Skills Required
Customer Service Management
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Customer Support • Jaipur, India