Assistant Manager- Customer Delight
Job Description:
Job Description:
We are seeking a dynamic and customer-oriented individual to join our team as a Customer Service Agent. The role involves a blend of case management and managing incoming lines 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.
Language fluency : Tamil / Telugu / Kannada / Punjabi / Marathi / Gujarati / Hindi / Oriya / Bengali / Malayalam / Hindi / Assamese
Key Responsibilities:
- 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, 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 that their issues have been resolved to their satisfaction, followed by CSAT scoring
Managing Incoming Lines:
- Answer incoming calls from customers promptly and professionally.
- Provide accurate information and assistance to customers regarding products, services, and policies.
- Prioritize and manage multiple incoming calls simultaneously to minimize wait times and maximize efficiency.
- Collaborate with team members to ensure seamless handoffs and continuity of customer support.
Documentation and Reporting
- Maintain detailed records of customer interactions, including issues raised, solutions provided, and follow-up actions taken on tracker and CRM
- Generate reports on key performance metrics such as response time, resolution time, and customer satisfaction scores.
- Analyze data to identify trends and patterns in customer inquiries and recommend improvements to processes and procedures.
Desired Profile / Criteria / Skills :
Qualifications and required skillsets:
- Bachelor's degree in business or relevant work experience
- Proven experience in customer service or a related field [Minimum 4 years]
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to remain calm and professional under pressure.
- Proficiency in using CRM software [preferably Salesforce] and other customer support tools.
- Strong articulation and conflict management skills
- Willingness to work rotating shifts and on a roster
- Proactive approach with a positive attitude and flexibility to embrace change
- Exercise good judgment and independent decision-making skills
- Knowledge of industry-specific regulations and compliance standards.
- Familiarity with telephone etiquette and call centre procedures.
- Ability to do stakeholder management and maintain good interpersonal relations with high on team spirit
- Ability to speak multiple languages is a plus
Offered Benefits / Facilities :
- 5 days working
- Medical Insurance
Company Profile
The company is a world-renowned $13 billion conglomerate with presence across various sectors: Steel, Energy, Minerals, Port & Infrastructure, Cement, Ventures & Paints across India, the US, South America & Africa.
Leveraging their extensive distribution network & supply chain mgmt. exp, they bring to India their B2B Ecommerce ---.
This is a growth oriented tech company that is building the most preferred --- stop, omni-channel & integrated tech-led offering for MSMEs, Individual Home Builders (IHBs) & turn-key construction contractors.
Key Clients :
MSMEs: Manufacturing business that require steel for industrial use.
Independent Home Builders (IHB's): Those who build residential properties on their own land (may not be an enterprise).
Independent Customers: Builders, who develop properties for personal end use.
Influencers: This group consists of masons, contractors, architects, fabricators, interior designers etc.
Apply Now
- Interested candidates are requested to apply for this job.
- Recruiters will evaluate your candidature and will get in touch with you.