Assistant Manager- Customer Delight

We are seeking a dynamic and customer-oriented individual to join our team as an Assistant Manager - Customer Delight . This pivotal role involves a blend of case management and managing incoming communication channels to ensure prompt and effective resolution of customer queries and issues. The ideal candidate will possess excellent communication skills, a strong sense of attention to detail, and the ability to multitask in a fast-paced environment, contributing significantly to customer satisfaction and loyalty.

Roles and Responsibilities :

Case Management & Resolution :

• Handle customer inquiries, complaints, and feedback through various channels such as phone, email, and chat.
• Document all interactions with customers accurately and thoroughly in the CRM system .
• Investigate and resolve customer issues within a defined SLA (Service Level Agreement) , ensuring high levels of customer satisfaction.
• Escalate complex issues to the appropriate teams for further investigation and resolution.
• Proactively identify opportunities to improve the customer experience and suggest actionable solutions.
• Stay updated on product features, promotions, and company policies to provide accurate information to customers.
• Follow up with customers to ensure their issues have been resolved to their satisfaction, followed by CSAT scoring .

Managing Incoming Lines :

Documentation and Reporting :

Qualifications and Required Skillsets :

Key Skills :

Skills Required

Case Management, Crm Systems, Communication Skills, Salesforce, Conflict Management, Customer Success, Customer Support