Assistant Manager Customer Service
Location: Mumbai Maharashtra
Category: Consulting / Customer Service IT - Software
Industry: IT Services IT Consulting Software Development Internet Publishing
Job type: Full-time
Job contentOverview - The Customer Support and Service team always represents the voice of the customers.
They are responsible for understanding customer requirements, meeting service metrics guidelines, and retaining them.
They are saviors to all our members, who reach out to them through call, chat or email.
Role : The Associate Manager will be responsible for spearheading a premium
matchmaking service that delivers the highest match success rate across the globe.
The role involves front-leading a team of 70+ people and be accountable for their productivity.
The person will be required to pull up his/her sleeves and get involved in every aspect of market
This is a strategic and important part for the business hence we need someone who is analytical, strategic as well as tactical.
The candidate needs to be owning and hitting/exceeding quarterly/annual sales targets with the assigned teams.
What you will do in this role :-
Leverage customer insight to remodel streamline the service process to dramatically
increase matchmaking success and customer satisfaction.
Ensure that team members are adequately trained and readied to deliver an
empathetic personalized service, as a trusted advisor to the family.
Envision and implement technology solutions enhancements to maximize the quality
of service delivered and minimize wasteful productivity losses of the team.
Plan for rapid expansion in staff, in line with exploding Select membership sales, while
ensuring the highest level of service quality is maintained.
What you should have :-
5+ years of relevant experience with 3 years in Telesales team management, preferably
in Internet industry.
Postgraduate /MBA or equivalent.
Exposure to value volume selling is a must.
Good Understanding of Quality metrics and process improvements.
Drive performance management by applying and implementing best in class
This job is provided by Shine.com
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