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Assistant Manager - Customer Service

3.00 to 5.00 Years   Bangalore   27 Apr, 2021
Headstrong
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaCustomer Service (International),Sales / BD
EmploymentTypeFull-time

Job Description

In this role, you will be working as an Operations Assistant Manager, will be leading a team of 30+ employees and ~5+ Front Line Managers. Leading teams to optimize customer experience for Fin Tech products for Genpact Clients. This role will also involve working with new customer-experience management team of Genpact working with multiple Genpact clients in mapping the customer experience journey, understanding market and customer expectations. Should be professional from the Customer Experience management leader with Fin-Tech industry background. Should have an understanding of UPI payment, Wallet Applications, Digital money line of business.Responsible for effectively leading all aspects of Call Center functions. Ensures all customer questions and complaints are resolved in a timely manner. Completes research and resolves documentation errors or discrepancies on complex customer problems. Ensures Call Center operations further Company strategic plans and are in accordance with established policies and procedures. Responsibilities

  • Supervises service delivery and ensures perfection in service levels. Ensures deadlines and targets are met. Promotes goodwill and a positive image of the Company
  • Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well advised of changes in policies and procedures. Discusses areas needing improvement. Leads all aspects of the activities of Call Center Representatives. Assigns, schedules, and coordinates personnel. Advises daily operations. Identifies, develops, and implements training programs as appropriate. Ensures that Call Center reps are thoroughly trained in all products and services
  • Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. Should be able to coach, mentor and help all his/her direct reports to be motivated and engaged to grow their career with Genpact. Assists in interviewing and assigning new personnel as vital
Qualifications Minimum qualifications
  • Graduate (any stream)
Preferred qualifications
  • Previous experience in a customer service role chat/email/voice
  • Effective probing skills and analyzing / understanding skills
  • Problem solving skills with customer centric approach Demonstrated proficiency with written English and with neutral English accent
  • Must be able to work on a flexible schedule (including weekend shift)
  • Strong attention to detail.
,

Keyskills :
salesmisaccountstatbankingcall center operationscustomer experience managementpostingcustomer focusproblem solvingcall center

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