Assistant Manager- Customer Delight

Assistant Manager- Customer Delight

10 Nos.
60995
Full Time
4.0 Year(s) To 6.0 Year(s)
7.50 LPA TO 9.50 LPA
ITES / BPO / KPO / Customer Service / Operations
Internet/Ecommerce
Any - Any Graduation
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.

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