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Assistant Manager - Customer Care

Assistant Manager - Customer Care

ConfidentialGurgaon / Gurugram
25 days ago
Job description
  • Team Handling - He / she should have experience of team handling.
  • Ensure adherence to documented processes, procedures and controls
  • Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to address the team issues and resolved
  • Publish MIS and Dashboards
  • WIP management
  • Able to make MBR Report (Monthly Business review)
  • Track team activity daily and address the team issue.
  • Maintain the team performance with NPS and accuracy score.

    • Measure of Success

    • Customer satisfaction scores
    • Agent satisfaction scores
    • TAT of Customer / Agent query resolution as per defined SLA
    • 100% compliance to standards.

      • Desired qualifications and experience

    • Graduate with 3 years experience in operations / customer service

      • Knowledge and skills required

    • Customer centricity
    • Excellent communication skills
    • Good command on excel
    • Basic analytical skills

      • Skills Required

      Mis Reporting, Customer Satisfaction, Team Handling

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    Manager Customer Care • Gurgaon / Gurugram