Assistant Manager - Customer Service

Designation & Assistant Manager - Customer Service. Gender Male / Female Requirement Communication Skills Hindi and English Shift Timing & 9.30am to 6.30pm Salary Range/Incentive & 15000 to 25000 Weekly Off Sunday Age 20 to 30 Experience 0 to 3 Usp Communication Skills Hindi and English Rounds Of Interview 1 to 2 Documents Photo, Pan, Aadhar, Bank Cheque Leaf.

Key Responsibilities

1. Team Management and Leadership:
   • Lead, mentor, and manage a team of customer service representatives, ensuring they are well-trained and motivated to meet company standards.
   • Provide guidance and support to team members, addressing any issues or concerns they may encounter.
   • Conduct regular performance reviews, set clear goals, and provide feedback to improve team performance.
   • Assist in recruiting, onboarding, and training new customer service staff.
2. Customer Issue Resolution:
   • Handle complex customer complaints and inquiries that require escalation beyond the front-line team.
   • Resolve issues in a professional, efficient, and empathetic manner, aiming to maintain customer satisfaction and loyalty.
   • Analyze trends in customer complaints or issues to identify recurring problems and work with relevant teams to implement solutions.
3. Process Improvement and Optimization:
   • Continuously evaluate customer service processes and procedures, identifying opportunities for improvement.
   • Implement best practices and streamline workflows to increase team efficiency and enhance customer satisfaction.
   • Collaborate with other departments (e.g., sales, logistics, product teams) to ensure that customer feedback is integrated into business operations.
4. Performance Monitoring and Reporting:
   • Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and service level agreements (SLAs).
   • Generate reports on customer service performance and present findings to senior management.
   • Identify areas for improvement and take proactive measures to improve the team s efficiency and service delivery.
5. Customer Satisfaction and Retention:
   • Work with the customer service team to ensure customer interactions are positive, professional, and aligned with company standards.
   • Collect customer feedback through surveys, follow-up calls, and direct interactions to assess satisfaction levels and identify areas of improvement.
   • Implement strategies to enhance customer retention and loyalty, including creating customer satisfaction programs or resolving recurring issues.
6. Training and Development:
   • Develop and deliver training programs for the customer service team, ensuring they are up-to-date on product knowledge, communication skills, and company policies.
   • Ensure team members are knowledgeable about all aspects of the company s products or services to provide accurate and effective support.
   • Encourage ongoing development through mentorship, feedback, and professional growth opportunities.
7. Coordination with Other Departments:
   • Collaborate with s